Maksym Shynkarenko

Hello Nicola Sale , 

Appreciate the feedback. How would you choose to spread the staffed numbers across the individual workstreams (WS) when scheduling for a combined one? 
In the example you mentioned there are 5 WS, I assume those are making up the combined WS that you actually put on the schedule. I see you prefer having the staffing panel at the schedule page display a total of 5 people scheduled, that is clear. Yet, there are various options to split everyone across the workstreams:

1. Equally across the WS they are assigned to (e.g. if a person can do all 5 workstreams they are gonna be represented as 0.2 scheduled for each).
2. User defined proportion. E.g. You can set that when scheduled for this combined WS, 20% of time should be accounted towards WS A, 10% towards WS B… 

Another question. Let's imaging you have a phone line open all day for legal reasons. In reality, the phone rings only couple times a day. You still have to have 1 person at least available to pick it up, but they ultimately are gonna be doing something else for an entire day, like emails. In this case how would you distribute people for a Emails+Phone Combined WS? What should the numbers be in the staffing panel at the schedule page for Emails WS and for Phone WS?

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This EAP lets admins define rotation periods for automatic shifts. By defining rotation periods, agents' shift start times are automatically rotated based on the time period you defined, which frees managers from having to decide a specific order in which to rotate shifts.

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이제 한 번의 작업으로 여러 교대 근무의 시작 또는 종료 시간을 변경할 수 있습니다. 여기에는 1시간 후 또는 다른 날에 시작하도록 교대 근무를 조정하는 것이 포함될 수 있습니다.

주요 기능은 매우 구체적으로 모든 교대 근무가 동시에 시작되도록 설정하고, 현재 시작 시간의 차이를 계속 유지하면서 모든 교대 근무를 30분 후로 푸시하는 등 상대적 조정을 적용하는 기능입니다.

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어떻게 해야 하나요?

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인력 관리 시작에 대해 자세히 알아볼 수도 있습니다.

Hello Lauren Benkov .  Thanks for your interest! The EAP of our API does not include Scheduling endpoints right now. We've only started building public part of API, the first area to get covered was chosen to be Reporting.  Scheduling endpoints are definitely coming down the road, but no specific quarter is currently assigned. We'll try to fit it into our Q4 scope.