Hi team,
Here's a nice complicated one...
I've had several questions from potential and existing customers asking about the ability to schedule and forecast for single media type On Queue time. These are customers who might be moving away from NICE WFM for example.
Example:
A voice agent to be scheduled for 2 hours of "Email On Queue" time between 14:00 - 16:00.
- The forecast should reflect that this agent is only On Queue to Email interactions, based on the schedule.
- Activity codes should be able to be defined to specific media types or specific queues
- The agent should be able to manage which type of work they are delivered - either by queue activation or by selecting an "Email only On Queue" status
We obviously have agent self-managed queue activation but none of the rest.
The benefits would be to have more specific forecasting and scheduling by media type or queue across the intervals.
Are there any plans to build this type of functionality or can you suggest a work around?
Cheers!
#WorkforceManagement------------------------------
Will Bellerby
Pyrios NZ Ltd
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