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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Original Message:
Sent: 05-27-2020 19:27
From: Michael Oldham
Subject: forecasting for chat,email and outbound
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
Original Message:
Sent: 05-27-2020 08:48
From: Jay Langsford
Subject: forecasting for chat,email and outbound
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
Original Message:
Sent: 05-26-2020 19:12
From: Michael Oldham
Subject: forecasting for chat,email and outbound
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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