Work plan assignment overview

PrerequisitesClick to expand

through work plan assignments enables administrators to assign work plans proactively to agents for a selected date range. Administrators do not need to wait until the particular date to modify the work plans of agents manually. They can make changes that take effect immediately or for a future date. Workforce Management does not automatically end existing work plan rotations on the effective date of new changes applied through work plan assignments. The administrator updates the work plan rotation end date directly in the agent’s record.

Agents can request a change of work plan for a select date, or a temporary change for a set period. The schedule engine recognizes the change automatically to ensure that agents are scheduled for the correct shifts. For example, an agent’s current schedule is based on the late shift work plan. However, from next week the agent must work fixed early shifts for four weeks. Schedule engine schedules the work plan automatically as follows:

Week 1 (current week) – Late shifts
Week 2 (next week) – Early shifts
Week 3 – Early shifts
Week 4 – Early shifts
Week 5 – Early shifts
Week 6 return to Late shifts

Similarly, if an agent currently follows a work plan rotation, they could change the work plan for the selected period until further notice. The agent can also request a permanent change from a set date. For example, when the agent graduates in July, the agent can request to move permanently from the current student hours work plan to a full-time work plan with effect from the first week in August.

The administrator creates the work plan assignments to include the change in the agent’s work plan schedule. Workforce management overrides the default work plan with the modification made in the Work Plan Assignments page. The future date changes automatically take effect on the chosen date and after the end date of the change is met, the original work plan comes back into effect.

Work plan overrides take precedence over the settings in the Work Plan Rotations and Work Plan Configurations pages, during the specified date range.

Temporary change in work planClick to expand

Future date change in work planClick to expand

Future dated change in work plan when working on a work plan rotationClick to expand

In this instance, the agent’s default work plan is A and is working on a four-week rotation in weeks 2–5. Now the work plan is scheduled to change to work plan C for week 6. This work plan change can be manually done or changed via a work plan bid. The change is made in week 1 so that future schedules can be generated.

A work plan override bridges the time between the change in the default work plan being and the start of work plan rotation. When the work plan rotation ends at the end of week 5, the agent’s work plan automatically changes to work plan C as planned.

For more information about Work Plan Assignments, see the following articles:

Task	Description
Navigate the work plan assignment page	View the list of agents and details of their work plan assignments.
Manage work plan assignments	Change the existing work plan assignments, including deleting existing, assigning new work plans to the agent’s schedules.

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