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,
#General/EventQuestion#Genesys Cloud
#Genesys Multicloud CX on-premises
#Learning/Coaching#Forecasting#Gamification#ProductIdea#Interaction Analytics
#Performance Management
#QualityManagement#Interaction/ScreenRecording#Rewards and Recognition
#SpeechandTextAnalytics#WorkforceManagement#Other/NotSure------------------------------
Tatjana Knezevic
Star Telecom
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