Workforce Engagement Management

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Forecast Chat Interaction

  • 1.  Forecast Chat Interaction

    Posted 09-10-2020 13:12
    Edited by Jeremy Monzo 09-18-2020 04:50
    Hi everybody,

    I 'm using Genesys WFM Pure Engage and I would like have your feedback for make a accurate forecast for the chat interactions.

    1/For example, all my agents can handle 3 chat interaction in a same time, How can I take this in consideration because the Genesys forecast script does't have one dedicated for chat? I must divided the staffing result per 3 for take in account the productivity of my agents?

    2/ What is the best service level for calculate chat interaction (ASA, Occupancy, )
    I have read the occupancy fits to this kind of interaction, is there feedback from users?

    thanks for your hints.
    Jeremy
    #WorkforceManagement

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    Jeremy
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  • 2.  RE: Forecast Chat Interaction

    Posted 09-18-2020 04:44
    Edited by Jeremy Monzo 09-18-2020 08:05

    HI,

    Below my comments :

    1/An idea exists (please promote this idea)
    https://genesysengage.ideas.aha.io/ideas/ENWEM-I-520

    2/ If anyone have comments feedback regarding my wondering.

    thanks
    jeremy