No problem.
Here is the basic steps. More information can be found on the Genesys documentation (
docs.genesys.com)
Configuration of Agents and Activities.
Agents should be configured with the associated routing skills within Framework/Designer.
Activities should be configured to match these skills.
- Confirmation of this can be viewed in the activity configuration screens.
Generating Forecasts and Staffing Requirements for each activity.
You will need to generate forecasts as standard today and associated staffing requirements for each individual activity.
These will need to be loaded into the master forecast.
Building Schedules
Follow your standard practice of including calendar items and the like.
Create the scenario
Include all
Activities required.
Include all
Agents required.
Build Schedule as per standard process.
Results
You should see the schedules built for the associated staffing requirements covering each activity. Agents who have 1 or more skills will be distributed across the activities they service.
Hope that helps
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Cameron Smith
Sr Director, Product Management - Workforce Engagement Management
Genesys - Employees
cameron.smith@genesys.com------------------------------
Original Message:
Sent: 10-30-2018 09:47
From: Sorin Lionte
Subject: Moving from single skill to multi skill Forecasting & Scheduling
Sorry for missing critical information regarding the platform :) We are on Genesys PureEngage. The WFM Version 8.5.210.02
Thanks,
Sorin
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Sorin Lionte
Orange Romania SA
Original Message:
Sent: 10-30-2018 07:53
From: Cameron Smith
Subject: Moving from single skill to multi skill Forecasting & Scheduling
Good Morning Sorin,
Which Genesys platform are you current using? The answer depends on exactly which platform you are using.
Thanks
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Cameron Smith
Sr Director, Product Management - Workforce Engagement Management
Genesys - Employees
cameron.smith@genesys.com
Original Message:
Sent: 10-30-2018 07:34
From: Sorin Lionte
Subject: Moving from single skill to multi skill Forecasting & Scheduling
Hello WFM community,
Hope that somebody can help me with more details how I can do the Forecast & Scheduling in WFM when moving from agents with single skills to agents with multi skills. Currently the agents are single skills and we would like activate multi skill so they can handle interactions from different activities.
Can anybody give me some details what are the required steps in order to do the forecast & scheduling after I move agents from 1 skill to multi skill?
Some details about the agent & activity & skill structures; I have 49 agents in total with different combinations of skills (as described in table 3 Agents & skill combination).
Thanks
Activity & Skill |
Activity | Monthly Calls/Activity |
Activity 1 | 6,000 |
Activity 2 | 9,000 |
Activity 3 | 14,000 |
No of Agents/Skill |
Skills | No of Agents/Skill |
Skill A | 32 |
Skill B | 38 |
Skill C | 36 |
Agents & skill Combinations | |
Agents with | Skill Combinations | Counts |
1 Skill | Skill A | 5 |
Skill C | 6 |
1 Skill Total | 11 |
2 Skills | Skill A & Skill B | 8 |
Skill B & Skill C | 11 |
2 Skills Total | 19 |
3 Skills | Skill A & Skill B & Skill C | 19 |
3 Skills Total | 19 |
Grand Total | | 49 |
#WorkforceManagement
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Sorin Lionte
Orange Romania SA
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