Workforce Engagement Management

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  • 1.  Concurrent Contacts (Chat)

    Posted 09-12-2018 11:24
    No replies, thread closed.
    For those working with Chat how best do you account for concurrent contacts in workforce for staffing?

    Example:
    * 3 Chat IV with handle time of 14mins (WF returns about 4:39 AHT)
    * Forecast of 3 Chat IV with AHT of 4:39 and ASA requirement of 15 secs
    * WF return for calculated staff is about 3 agents

    We know however with a capacity rule of 3 concurrent contacts only 1 agent is needed to meet our ASA requirement

    At this time we have been manually manipulating AHT so calculated staff count is less (or we could reduce the count). We are looking for a better less manual method. We thought we could make agents more efficient for the activity but have not found where this can be down in the cloud (please share if we've missed something). We plan to open a feature request for workforce to take capacity rules into account to help in the future.
    #WorkforceManagement

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    Matt Sakers
    Ralph Lauren Corporation
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  • 2.  RE: Concurrent Contacts (Chat)

    GENESYS
    Posted 09-17-2018 09:24
    No replies, thread closed.
    Good Morning Matt, 

    The WFM Administrators guide does talk about statistics collection and making sure you are account for overall multimedia statistics. You can get more information here. This will improve the AHT collection mechanism which is important for the next piece. 

    If you are collecting the historical metrics correctly, then this will convert back into the actual AHT, then from a forecasting perspective you should be generating the correct handle time as per the usual work as we take into account the TOTAL amount of time spent on Chat's for each agent and divide that by the volume of chats completed. This gives you a true handle time for each chat. 

    Also please make sure you are referring to Chat as 'Immediate Activities' this is especially critical if the service level you are requesting is less then 15 minutes or less in duration. 

    From that point forward you should be able to generate a staffing requirement that is correct for the work involved. 

    We do plan on making improvements to the chat forecasting process. If you do have specific needs then we welcome a product idea to be created. You can do this through know.genesys.com, we welcome all ideas when it comes to improving our chat forecasting methods. 

    Regards
    Cam

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    Cameron Smith
    Sr Director, Product Management - Workforce Engagement Management
    Genesys - Employees
    cameron.smith@genesys.com
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