PEC-WFM/Current/Supervisor/SchedBdg - Revision history

Mhachey: Published

2020-10-07T21:53:23Z

Published

Mhachey: Published

2020-10-07T20:55:59Z

Published

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WikiSysop: Text replacement - "\|Platform=([^\|])GenesysEngage-onpremises([\|])" to "|Platform=$1GenesysEngage-cloud$2"

2020-07-25T02:38:59Z

Text replacement - "\|Platform=([^\|]*)GenesysEngage-onpremises([\|]*)" to "|Platform=$1GenesysEngage-cloud$2"

WikiSysop: Text replacement - "\|Platforms?=([^\|])PureEngage([\|])" to "|Platform=$1GenesysEngage-onpremises$2"

2020-07-15T11:49:25Z

Text replacement - "\|Platforms?=([^\|]*)PureEngage([\|]*)" to "|Platform=$1GenesysEngage-onpremises$2"

Bgrenon: Published

2020-06-08T15:29:25Z

Published

New page

{{Article
|Standalone=No
|DisplayName=Schedule Bidding
|TocName=Schedule Bidding
|Context=Learn how to create schedule bidding scenarios that contain no agent names, and distribute those schedules to agents, enabling them to rank and bid on their most desired and least desired schedules.
|ComingSoon=No
|Platform=PureEngage
|Section={{Section
|alignment=Vertical
|structuredtext=WFM's Schedule Bidding feature enables workforce planners to create and distribute schedules via the Web, enabling agents to bid on their most desired ones.

Schedule Bidding enables contact centers to comply with certain labor union regulations that require that the most senior agents, or the most highly-ranked agents, get the schedules they most desire. Even if your contact center does not have these labor regulations, it may still be a process that could provide business value to you. It is a way to empower agents to have more input into the schedules they will be given, and therefore could be used to increase morale within the contact center and reward high-performing agents.
|Status=No
}}{{Section
|sectionHeading=How schedule bidding works
|anchor=HowBiddingWorks
|alignment=Vertical
|structuredtext=Instead of simply assigning schedules to agents, the Supervisor designs and builds a schedule scenario. Then, agents can view the scenario and enter bids for their most desired, and most unwanted, shifts. Finally, the Supervisor can auto-assign or manually assign schedules to agents based on their bids, using a hierarchy system of seniority or rank.

Click links in the summary steps below, to read details.

===1: Set up bidding===
<ol type="a">
<li>Someone with administration permissions must verify that '''Schedule Bidding''' is enabled. To do so, make sure that the {{Optionslink|link=Options:WFM_Web:AgentBidding:AllowBidding}} configuration option is set to '''true''' (the default setting) in the [https://docs.genesys.com/Documentation:Options:WM:WFM_Web-AgentBidding AgentBidding] section of the WFM Web application.</li>
<li>The Supervisor {{Link-SomewhereInThisManual|topic=SBCfgBdgScn|anchor=top|display text=creates and configures a bidding scenario}}. Steps include creating a forecast and then a schedule for specific activities and profile agents, then deciding which agents can bid and when.<br><br> This opens the bidding process and makes the schedule options visible to agents.

{{NoteFormat|During the '''Schedule Bidding''' period, a scenario’s site has the status '''Open for Bidding'''. Any action or operation that would alter schedules for that site is disabled. This includes (but is not limited to) these actions: direct schedule editing, insertions or deletions, clean up or extraction from the '''Master Schedule''', schedule rebuild or optimization.}}</li>
</ol>

===2: Bid on the schedule===
<ol type="a">
<li>Agents examine the bidding scenario options and submit their bids.</li>
<li>The bidding period closes when the {{Link-SomewhereInThisManual|topic=SBCntrlBdgPrcWz|anchor=BddgEndDt|display text=Bidding End Date}} arrives. Agents can not access the closed bidding scenario.</li>
</ol>

===3: Resolve bids===
<ol type="a">
<li>The Supervisor {{Link-SomewhereInThisManual|topic=SBRslvPblshBdScn|anchor=top|display text=reviews schedule bids}}. The Supervisor might want to manually modify or assign schedules to agents.</li>
<li>The Supervisor starts the {{Link-SomewhereInThisManual|topic=SBAtoAssgnSchWz|anchor=top|display text=auto-assignment wizard}}. The wizard assigns schedules to agents.</li>
<li>The Supervisor {{Link-SomewhereInThisManual|topic=SBRslvPblshBdScn|anchor=top|display text=reviews results}} of auto-assignment. The Supervisor might want to manually modify or reassign schedules.</li>
</ol>

===4: Finalize the schedule===
<ol type="a">
<li>The Supervisor {{Link-SomewhereInThisManual|topic=PblshgExtrSchd|anchor=top|display text=publishes the bidding scenario}} to the '''Master Schedule'''.</li>
<li>After all schedules have been assigned to real agents, the Supervisor can run a {{Link-SomewhereInThisManual|topic=SchdBddgRprt|anchor=top|display text=Schedule Bidding Report}}.</li>
</ol>
|Status=No
}}
}}

@@ Line 46: / Line 46: @@
 <li>After all schedules have been assigned to real agents, the Supervisor can run a {{Link-SomewhereInThisManual|topic=SchdBddgRprt|anchor=top|display text=Schedule Bidding Report}}.</li>
 </ol>
 |Status=No
 }}{{Section
@@ Line 176: / Line 186: @@
 The Supervisor can generate a {{Link-SomewhereInThisManual|topic=SchdBddgRprt|anchor=top|display text=Schedule Bidding Report}} if all profile schedules were assigned to real agents.
 |Status=No
 }}
 }}

@@ Line 5: / Line 5: @@
 |Context=Learn how to create schedule bidding scenarios that contain no agent names, and distribute those schedules to agents, enabling them to rank and bid on their most desired and least desired schedules.
 |ComingSoon=No
-|Platform=GenesysEngage-onpremises
+|Platform=GenesysEngage-cloud
 |Section={{Section
 |alignment=Vertical

PEC-WFM/Current/Supervisor/SchedBdg - Revision history

Mhachey: Published

Mhachey: Published

WikiSysop: Text replacement - "\|Platform=([^\|]*)GenesysEngage-onpremises([\|]*)" to "|Platform=$1GenesysEngage-cloud$2"

WikiSysop: Text replacement - "\|Platforms?=([^\|]*)PureEngage([\|]*)" to "|Platform=$1GenesysEngage-onpremises$2"

Bgrenon: Published

WikiSysop: Text replacement - "\|Platform=([^\|])GenesysEngage-onpremises([\|])" to "|Platform=$1GenesysEngage-cloud$2"

WikiSysop: Text replacement - "\|Platforms?=([^\|])PureEngage([\|])" to "|Platform=$1GenesysEngage-onpremises$2"