Good day community. Has anyone seen a solution for this:
A field engineer team have contracts where they are given a variable end of shift time (so customer work can be made to fit). The hours +/- hours worked then need to be +/- adjusted across the next days so they are in the contractual limits. Do you see any of the IFS product set doing this, or would a WFM like Verint be required ? Thanks !
Hi Adam,
PSO cannot automatically adjust the shifts based on the requirements you described. However, you can ensure work is not allocated during those hours through Rules. There, you can set up a minimum rest period between activities, or a certain limit of working hour per time period (day/week).
I’m not aware of any other options you have within the PSO framework, and pretty sure there is currently no way to do that from FSM or IFS Cloud either. You would have to make a customization to achieve that.
I think the rules-option might be a good out of the box function to fulfill those requirements already.
Best regards,
Roel
Enter your E-mail address. We'll send you an e-mail with instructions to reset your password.