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
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Jeremy
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