Resource Planning - Agent Shifts

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Resource Planning
I am currently looking at allowing agents to select their own shifts, does anyone have an examples or guidelines for implementation?


Call Centre Helper

Should prove popular
It should prove popular but you need to be able to cover a certain number of unpopular times.

I have seen a number of systems.
1. A points system. You can choose your own shift as long as it adds up to 50 points. (You get more points for unpopular times).
2. You can choose your own shifts provided that you work one Friday and Saturday evening per month.
3. Let people choose their own shifts and then recruit to fill in the gaps.

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