[tteamer]

Hi Bob,

Depending on your situation, various business rules can apply. For example, if your call centre has added a new product, that could require you to need a "fresh start" with your shift bid process, by generating all new schedules and assigning schedules either by hire date, performance criteria or a combination of both. If there is no need to drastically change your schedules, but you want to better align your schedules with your workload, you may want to apply a theory we call "grandfather" which allows some agents to maintain their current schedules and change schedule only if they choose to and requires that a certain group to change their schedules. This is usually a "compromise" that supports all of your constituents (the business, the customer and the employee).

Feel free to contact me for more information.