Can agents belong to multiple work plans simultaneously?

Agents cannot belong to multiple work plans simultaneously because each work plan defines a specific set of scheduling rules, shifts, and responsibilities for agents within a defined period. This design ensures clarity and consistency in scheduling, allowing for better management of workforce activities and adherence to operational goals.

The framework of workforce management is built around the concept that each agent is allocated a specific set of tasks and schedules that align with a singular work plan at any given time. This prevents conflicts that could arise from overlapping plans, such as double-booking, and maintains focus on performance and accountability.

By having agents designated to one work plan at a time, organizations can streamline their processes, facilitating easier tracking of performance metrics and ensuring that agents are appropriately scheduled for their assigned tasks without ambiguity.