PureEngage On-Premises

In reading the Volume Splitting information for Multi-Site forecasting in the Administrator's Guide, it mentions that when WFM splits the intervation volume to the child sites, the forecast splitting algorithm considers the following:

• Agent skills
• Contract availability
• Activity open hours
• Time zones
• Agent hire/termination dates
• Granted, pre-planned items from the WFM Calendar

My question is about the agent hire/termination dates - does anyone know how the algorithm uses those dates? Does it look at the child site that has the more senior staff and split more call volume to that child?

Thanks,
Theresa

Theresa,

Basically, if I am splitting a date that is either before an Agent's hire date or after their termination date, the agorithm will not consider the impact that agent's skills, contract availability, etc. will have on the calculated distribution of those volumes/staffing needs amongst the child Activities of that multi site activity;  It would act as if, for those days, that the agent doesn't exist.
Does that answer your question?

-TT