Hi

Guys working with the WFM team @ the call centre I work for we're looking to incorporate IEX totally within the centre. Now, we currently are susing it to 40% of its potential but all tasks seem to take a lot of time to set up.

Our schedules change every 6-8 weeks. Now we currently have tour templates and tour groups set up with the agent availability in order to generate schedules. However every time our rota chnages this takes a long time (60+ teams of 18 people + 120 flexi time workers)...
Is there anyone who knows quicker ways to do this (scheduling) using IEX? A more efficient way to utilize the tool in order to get our schedules out quicker so as we can allow operations adeqaute time to push for OT etc?

Thanks,

Con

Conlaoth,

Am I corrrect in that it's the staff avaiability that changes on a
6-8 week basis, rather than the call volumes / staffing requirements?

In other words you're looking at blanket chages to the staffing screens
according to a set template(s)?

As far as I know in IEX the staffing setup is fairly flexible and
this is something that you should be able to set up, I know you can assign
preferred shifts and the like within the agent setup and that 'global' changes
are permitted.

As to the specifics of how you achieve that, I think, your vendor partnership
manager may be the best person to go to.

Hope it helps a bit.

Regards

DaveA

Hi,

It can be done so that the schedules are set up more dynamically, although it would be best to speak to your vendor as per Daves suggestion.

Also if you are trying to make your system reflect the shifts your agent do then you are approaching this from the wrong angle, although I may just ahve told you to suck eggs (apologies if this is the case :) )