Best Practices for Reassigning Agents in Ongoing Shifts in Workforce Optimization

[Cuneyt Bozok]

Hi everyone,

I hope you’re doing well. I have a question regarding best practices in Workforce Optimization for managing agent work shift schedules.

Specifically, I’m trying to find an efficient way to reassign agents from their current work shifts to new ones. The only method I’ve discovered so far involves unpublishing the existing schedule, modifying the agent list, and then republishing it. However, this approach seems cumbersome and problematic, especially since our shifts are ongoing and have end dates far in the future. When we unpublish, the end date gets updated to the next day, which disrupts our scheduling.

If the shift hasn’t started yet, the process of unpublishing, editing agents, and republishing works fine. But for ongoing shifts, this method isn’t practical.

Shift swap is also not suitable because it only works for specific shift day, but we want to change the agents entire shift. 

We are using ServiceNow Vancouver Patch 7 Hot Fix 3b and the plugin details are:

•Workforce Optimization for CSM Configurable Workspace

•App id: sn_csm_wfo_workspa

•Version: 3.6.1

Is there a more streamlined and effective way to handle this situation without disrupting the current schedules?

Thank you in advance for your help and suggestions!