Service level versus preferences
To override the service level Set percentage of interactions in WFM that are handled in a defined unit of time. and guarantee some employees their preferences, use the Service level versus preferences scale on the Generate Schedule screen (Preferences tab).
When the scale is set all the way to the left toward Service level, preferences are only given to employees if the service level allows it. No special consideration is given to any employee other than the typical swapping to reach an optimal schedule.
Move Service level versus preferences one notch to the right
To guarantee that the top 1 percent of your employees receive the top 1 percent of their preferences, move this bar one notch to the right. However, this action does not guarantee any other employees get any of their preferences. It also does not mean that employees lower on the scale will not receive their preferences; they will still be assigned, if possible.
It behaves in this way even if service level is impacted. In cases In Risk Management, use cases to group interactionss according to the needs of the enterprise. Interactions can reside in multiple cases simultaneously. where these employees would have received their preferences anyway, the impact on service level is minimal. However, there could be significant impact in situations where the employees would not typically have received their preferences. Unfortunately, it is impossible to determine ahead of time the impact of guaranteeing preferences to some employees.
Move Service level versus preferences further to the right
As you move the slider bar to the right, you are guaranteeing that more people get more of their preferences.
For example, moving it one notch to the right guarantees that the top 1 percent of people get their top 1 percent of preferences. Moving it two notches to the right guarantees the top 2 percent receive the top 2 percent of their preferences. Moving it three notches to the right guarantees the top 3 percent receive the top 3 percent of their preferences.
Hard constraints still override employee preferences
Even if the scale is set all the way to the right, which can guarantee some employees their preferences, the scheduling engine cannot assign shifts that override hard constraints.
For example, your most senior person requests a start time of 9 am but is not available to start work until 10 am. The scheduling engine cannot assign the employee a 9 am shift Work period in WFM that has a definite length., regardless of the position of the scale.