Looking for help,
Is there a way to create a same day “split shift” within Genesys WFM?
For example; create a schedule that would be Monday through Friday from 10am to 2pm (off 2pm to 6pm) then work 6pm to 10pm.
WFM is seeing this as two “start” times during the same day…
Thanks,
Greg
Hello,
We are using WFM 7.5 so this may work…
Have you tried creating a 12 hour shift (10AM to 10 PM) with a break (or meal) between 2-6 PM?
Your agents who work the shift would have 2 choices, either to select the break/meal withdraw state (to remain adherent) or log off. If selecting log off, you would need to make sure the break/meal schedule state group within WFM config utility accounts for this (under the adherence rules tab)
Thanks,
WA
Greetings all,
As an addendum to this thread, I would just like to let everyone know that Split-Shift functionality will be greatly enhanced in WFM 8.0, which is slated to be released in June of 2010.