I have transfered to my new post as scheduling analyst. I have a big problem cocerning one of our queues (collection queue) . There is a request from the managment to apply a monthly pattern for the agents (not weekly) by implementing this pattern they want to ensure that minimum number of agents taking day off in the last 10 days of the month as in these days the queue is recieving huge number of calls due to the actions taken towards customers lines (suspenions,disconnection,reminders sms, …..etc) & how to apply this pattern on the system (IEX Totalview) .Knowing that our business rulesDays Off : 2 consecutive day off per weekShift :9 hours includes 1.15 breaks (7.75 hours opentime is a must)Any advice regarding the above? ? ?
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