Workforce Engagement Management

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forecasting for chat,email and outbound

  • 1.  forecasting for chat,email and outbound

    Posted 05-26-2020 19:13
    Wanted to know what Genesys tools are available for forecasting these non voice channels.
    #WorkforceManagement

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    Michael Oldham
    Telstra Corporation Ltd
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  • 2.  RE: forecasting for chat,email and outbound

    GENESYS
    Posted 05-27-2020 08:49

    What platform?

    For Genesys Cloud (resource center article):
    Currently, workforce management forecasting and scheduling only supports inbound voice, chat, callbacks, email, and message media types in queues configured for standard ACD routing. Forecasting and scheduling does not support queues configured for bullseye routing.



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    Jay Langsford
    Senior Director, Workforce Optimization Engineering
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  • 3.  RE: forecasting for chat,email and outbound

    Posted 05-27-2020 19:27
    Thanks
    The forecasting tool seems to treat every channel like voice ( offered  and Average handle time pairs). My thinking that chat for instance does not follow this in that an agent can have more than one concurrent chat depending on configuration. What tips do you have for handling this type of workload for forecasting number of agents?

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    Michael Oldham
    Telstra Corporation Ltd
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  • 4.  RE: forecasting for chat,email and outbound

    GENESYS
    Posted 05-28-2020 07:56
    Our short-term forecasting does not produce a staffing forecast so concurrency for producing a forecast for volume, pattern, and AHT are of course standard for all inbound interaction types.

    Staffing requirement takes into account operational efficiencies/deficiencies via mathematical modeling utilizing past performance along with forecast.

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    Jay Langsford
    Senior Director, Workforce Optimization Engineering
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  • 5.  RE: forecasting for chat,email and outbound

    Posted 08-26-2020 22:08
    Typically the objective of a concurrent chat strategy is to maximize occupancy. The idea is that occupancy will improve because as the agent waits for the client to respond, the agent can also conduct an interaction with another client. With that said, have you experimented with leveraging Occupancy as your staffing objective for the concurrent chat agents instead of the more typical staffing objectives of Service Level or Average Speed of Answer? Studies have shown that targeting above 85% Occupancy does lead to agent burnout.

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    Slate Burke
    Fidelity Brokerage Services, LLC
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