Workforce Engagement Management

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Agents with different skill set levels

  • 1.  Agents with different skill set levels

    Posted 05-27-2020 12:45
    We have the following use case as we started to implement WFM feature for one of our clients.

    Multiple agents with different skill set levels can handle the same planning group. In order to have the agents with the best skill set levels in the shifts with the highest volume of the interactions, we thought the best would be to create separate work plans where the highly skilled agents will be assigned to the work plan where shifts start/end times are within the hours of the highest volume and all other agents to be in the separate work plan.

    Do you have any other suggestions on how to solve this?

    Thanks,

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    Tatjana Knezevic
    Star Telecom
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  • 2.  RE: Agents with different skill set levels

    GENESYS
    Posted 05-28-2020 12:20

    Hi Tatjana,  yes the best way to make sure that highest skilled agents have workplans that cover the busiest hours so you are on the right track!

    Best,

    Dan



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    Daniel Rickwalder
    Genesys
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  • 3.  RE: Agents with different skill set levels

    Posted 05-28-2020 13:09
    Thank you

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    Tatjana Knezevic
    Star Telecom
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