Shift bids fail to account for the constantly changing landscape of contact-volume forecasts and, once a shift bid ends, it can cause the contact center to be locked into a set of schedules that allow for almost no flexibility, a problem for both the agent and the center. Using shift bids takes weeks upon weeks to execute, and in most cases, the schedules created are very similar to the ones that were in place before the bid. Time consuming (with often little end improvement) Though the process is good for initiating agents’ involvement in building their schedules there are a few issues that will crop up time and time again: At the end of the process, shifts are awarded, typically to those with the lowest bids (and the highest KPIs). With Shift bidding, contact centers can release the schedule of shifts on offer and agents can then bid for the shifts that they want, entering how much they would like to be paid for working those hours. The question one must ask is: Why is this change occurring? To answer such a query, I will first look at the limitations in sticking to shift bids, and then explore the possibilities on offer with introducing a system that automatically optimizes schedules to agent preferences. How can resource planners achieve the best balance between agents’ wishes for their schedules and the forecasted needs of the contact center? Rebecca Philp, Product Knowledge Manager at Teleopti, weighs up two options on offer.Īs the contact-center world moves further and further into an omni-channel environment, the option to automate agent shift preferences is growing, replacing the older bidding systems based on manual scheduling. ![]() Ryan spoke to Netflix about who should be watching the series.Tweet Agent Preferences vs. The writing team consists of Corey Deshon ( Daughter), Seth Fisher ( The Alienist, Masters of Sex, Saints & Strangers), and Ryan himself. Gordon is known for his work on The Lost City, Cry Wolf, Pixels and The Goldbergs. The series is created and will be run by the aforementioned Ryan, with Seth Gordon directing the ten-episode run. Sarah Desjardins appears as Maddie Redfield and Fola Evans-Akingbola portrays Chelsea Arrington. The series will additionally feature Eve Harlow as Ellen, an unstable killer who bites off more than she can chew. Enrique Murciano ( Without a Trace, Black Hawk Down) appears as Ben Almora, the even-keeled handler of all Secret Service activity within the White House. Woodside ( Lucifer, Romeo Must Die, 24) portrays Erik Monks, an ex-Secret Service agent who is looking to return to the ranks of his former organization. Related: All The Different Ways to Watch the Jack Ryan Film Seriesįilling out the cast will be Hong Chau ( Downsizing, The Watchmen) as Diane Farr, the President’s Chief of staff. Buchanan has appeared in Stray, The New Legends of Monkey, and Baby Mama’s Club. Luciane Buchanan portrays Rose Larkin, the frantic caller on the other end of the spy hotline. He’s not just miraculously recovered immediately afterwards.” He’s someone who, when he’s in a fight, those bruises stick around. He’s very much an underdog in the middle of all this. He’s an FBI agent, so he has some training, but he’s not Jason Bourne. “Peter doesn’t exist in the novel as some kind of unbeatable killing machine superhero. In an interview with Cinema Express, show creator Shawn Ryan said of Basso's character: ![]() For such a heavyweight show creator to be so inspired that he wrote a pilot after finishing the final chapter tells us we could have an extremely compelling story and series in The Night Agent. The adaptation will come to life thanks to an avid reader, Shawn Ryan, creator of The Shield. The series is based on a 2019 novel of the same name by author Matthew Quirk. “Based on the novel by Matthew Quirk, the series is a sophisticated, character-based, action-thriller centering on a low level FBI Agent who works in the basement of the White House, manning a phone that never rings - until the night that it does, propelling him into a fast moving and dangerous conspiracy that ultimately leads all the way to the Oval Office.” The official description of The Night Agent is below. Related: Most Realistic Spy Movies of All Time The green fed is now charged with protecting this civilian from a deadly conspiracy that, of course, goes all the way to the top. The dust is kicked off the phone one night when it actually rings, and a terrified woman is on the other end of the line. The stakes are high, but the action is low. He acts as the emergency contact for spies who run into insurmountable trouble in the field. The Night Agent revolves around a cub FBI agent who mans a dusty phone beneath the halls of power.
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