Dear TAM CAO,
If the intended behavior is
no overnight interactions, you may evaluate for the routing rules that might be erroneously delivering interactions to your queues when they are closed.
To address calls that are being forecast outside of business hours, you may utilize a modify forecast and zero the interactions for intervals outside of operating hours. That said, your workplans will dictate when agents are scheduled against a specific forecasted workload, agents can only be scheduled outside of operating hours when their workplan allows.
So even if there is a forecast interactions outside of operating hours, agents will not be scheduled against the forecasted workload unless the workplans allow for it.
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Chuck Swain
Genesys
WEM Leadership
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Original Message:
Sent: 08-05-2021 12:43
From: TAM CAO
Subject: AMA: Overnight interactions and forecasting
Hi Community!
I would like to know if anybody is currently working with overnight interactions (calls, emails, callbacks) coming in during closed business hours. If so, how do you manage these interactions when you are creating your forecasts in Genesys Cloud WFM? Do you have any best practices that you could share?
Thank you!
Tam
#Genesys Cloud
#Forecasting/Decisions
#Scheduling
#WorkforceManagement
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TAM CAO
i3Vision Technologies Inc.
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