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Overtime (Other (Skills (Messaging apply for voice OT & work…
Overtime
Other
Time
Manual
Skills
Messaging apply for voice OT & work messaging
Fairness Complaints
Cancellations
OT cancellation counts as a worked day
Conditional net staffing needs to work & be trusted for timeboard
App hard to trace when disputes arise
Blocking advisors in timeboard
Visibility of behaviours
Inconsistency e.g. partners
Breaks
Doesn't go in with correct breaks
Checking breaks / lunches
Different break rules internal / partners (& india)
Timeboard manual breaks
Timeboard breaks & lunches not added
Adding OT breaks & Lunches manually
OT breaks not correct for shift length
Timings
1 hour per controller (service) * 4 wks out
40 minutes per morning in Sales to check breaks but hard to check as less OT and use timeboard more
LIve Ops 1 hour per day to check breaks & lunches
3 weeks OT c. 3 hours to publish & run process (service), 2-3 times per week
Process
Rely on WFM team to run proces
Process is way to clunky
Need solution where system knows what to publish based on plan and advisor can apply directly
WFM team run the OT check import process