Tam Cao,
Yes agents schedules can be impacted when being applying the max occupancy for deferred work by the scheduling engine. When occupancy for deferred work is > what a natural occupancy would be for a typical call media type service level,
it would also look to increase the occupancy of an agent that is configured to handle both immediate and deferred work interactions.
If you have not already seen this, the resource center has the following article on deferred work.
https://help.mypurecloud.com/articles/about-deferred-work/ Example: If you set a service goal so that agents will likely handle calls for 85% of their time, and then set the maximum occupancy percentage for deferred work to 95%, then the scheduling engine adds enough deferred work to require up to 10% of the agents' time. This feature allows agents configured to receive multiple interactions the ability to receive supplemental work while waiting for other interactions to arrive.Thank you for participating in our AMA today.
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Chuck Swain
Genesys
WEM Leadership
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Original Message:
Sent: 08-11-2021 11:36
From: Tam Cao
Subject: AMA: Maximum Occupancy % for Deferred Work
Hi AMA!
I would like to get more information about the "Maximum Occupancy % for Deferred Work" setting that is available under the Management Unit.
I understand the overall concept of it but I would like to get a better understanding of how this setting is impacting the agents schedules or what should I be looking at or considering when configuring this setting. Will this setting have any impact on the headcount when generating a schedule?
Thanks!
Tam
#Genesys Cloud
#WorkforceManagement
#AskMeAnything(AMA)
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Tam Cao
Genesys - Employees
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