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Single Media Type Statuses and WFM Forecasting

  • 1.  Single Media Type Statuses and WFM Forecasting

    Posted 03-18-2019 18:17

    Hello,

    I have customers asking if it's possible to have a WFM activity (and forecasting) for a single media type only.

    For example, an agent is scheduled for an "Email only" activity in their WFM schedules. The agent selects an "On Queue Email" status to only receive emails from their queues during that time.
    The WFM schedules should take this into account when displaying forecast data as it is pre-planned. 

    I realise agents can manage their own queue activation's (single media-use queues) however, from a WFM point of view having one "on queue" status creates issues with forecasts assuming all media types will be taken. 
    I've seen other ACD and WFM systems which are capable of this. 

    Is there anything in the roadmap around this space? 

    Thanks!


    #Routing(ACD/IVR)

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    Will Bellerby
    Pyrios NZ Ltd
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