Workforce Engagement Management

 View Only
Discussion Thread View
  • 1.  Looking for Pureconnect WFM Expert

    Posted 05-08-2022 02:48

    Hi team, 

     

    I was browsing through the Genesys community for the WFM expertise for one of our projects.

    Kindly I need your support for the project we have with our one of customers. We need the WFM expertise to provide Project implementation and training to the end-user.

     

    Let me know the process and the information to provide.

     

     

    Regards


    #Scheduling
    #WorkforceEngagementManagement
    #WorkforceManagement
    #AskMeAnything(AMA)Event

    ------------------------------
    Mohammed
    ------------------------------


  • 2.  RE: Looking for Pureconnect WFM Expert

    Posted 05-15-2022 03:23
    Hi Team,

    Any support here please, at least would anyone answer the below concerns?

    • What is shrinkage and how to manage it?
    • Understanding the reporting
    • Occupancy, how to know the required headcount
    • The volume of the calls compares to the agent number, like per agent how many calls forecasted
    • the Scheduling as the schedule gives break to more than 10 agents at the same time which will affect the call center.


    Regards

    ------------------------------
    Mohammed
    ------------------------------



  • 3.  RE: Looking for Pureconnect WFM Expert

    Posted 05-16-2022 16:21

    Hi Mohammed - There is a lot to unpack in your concerns so I'll only be able to touch on them briefly but at least it gets the conversation started.

    • What is shrinkage and how to manage it?
      Shrinkage is complicated and may mean different things to different centers.  Think of it as all of the activity put on a schedule that isn't directly performing productive forecasted work.
      ACD work is not Shrinkage.
      Shrinkage can be paid or unpaid: Break versus Absent.
      Shrinkage can be in-office or out-of-office: Meeting versus Paid Time Off.
      Shrinkage can add value or be worthless: New Skill Training versus Away From Desk.
      Shrinkage can be planned or unplanned: Meeting versus System Issue.
      Shrinkage can be many combination of the above.  E.g Paid Planned In-Office, Unpaid Planned Out-of-Office, Paid In-Office Unplanned, etc.

      Another way to categorize Shrink is simply into Controllable versus Un-controllable. You can control when you schedule a meeting but you cannot control who calls out absent.

      In short the best way to manage it is to focus on the controllable, back-cast historical usage, predict future needs, ensure staffing models account for it, and partner the business with WFM to schedule it at the least impacting times.

    • Understanding the reporting
      This is very broad, can you narrow down the reporting you are trying to understand?

    • Occupancy, how to know the required headcount
      This depends on your SLA's and the other staffing considerations outlined in the next comment.

    • The volume of the calls compares to the agent number, like per agent how many calls forecasted
      Both Occupancy and Call Volume are needed in deriving headcount but much more information is needed here.  To turn calls into labor hours you need to know the AHT of your calls.  To turn labor hours into agent number you need to factor in how much shrinkage % will be spent and overstate your agent headcount by an appropriate amount.  This is all oversimplified.  To further fine tune your agent count to meet your SLA's you will need to dial in your Agent Occupancy.

      For example a low volume center with high AHT and an aggressive SLA would need a very low Occupancy to have an agent ready to answer the call.  Agents could be idle much of the day.

      Another example would be a very high call volume center with low AHT and a loose SLA, this center could over-occupy the agent keeping them near 100% with back-to-back calls all day.  This is great from a budget perspective but opens up a new problem with the potential to drive up attrition or reduce agent satisfaction. A center may need to forecast/budget lower occupancy numbers not for staffing or SLA reasons but to solve other workforce issues.

    • the Scheduling as the schedule gives break to more than 10 agents at the same time which will affect the call center.
      If your schedules are grouping breaks at times that are impactful to the call center you may need to ensure that all work is being captured by the forecast, or, more likely I suspect that your Shift templates have rigid parameters for the Daily Constraints and/or the Activity Times.  In the Optimizer Shift Definition, ensure your Activity has a sufficient window for the event to occur, the increment is the lowest possibly allowed by your organization.  Also ensure that your Daily Constraints don't have contiguous work time values that are negating the Activities.

    Hope this helps some.

    Cheers!

    ------------------------------
    Raymond Hicks
    Sutter Health
    ------------------------------



  • 4.  RE: Looking for Pureconnect WFM Expert

    GENESYS
    Posted 05-19-2022 11:55
    Awesome response Raymond - appreciate you taking the time to help out a peer!

    ------------------------------
    Annick Duffy
    WEM Knowledge Hub Leader
    Genesys.com
    ------------------------------