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Modifications are done at a planning group level. If a planning group has multiple queues, then you should consider that one thing not multiple individual things (e.g., if you want to increase volume by 10% for one queue in a planning group with multiple queues, you'd have to realize that it would need to be discounted). If it is really necessary for a modification of just one queue, then your option is to have the one queue in its own planning group.
In general I would say less is more with modifications. I rarely see real world examples where modifications made for a more accurate forecast when actuals come in. Weighted historical index method with equal weighting of just the past 4w tends to be generally good; automatic best method would be preferable after there has been a chance for patterns and such to be learned (so not right after a cold start case, but 2-3w after) - and both with either no or very few modifications.
Please allow me to jump in this discussion.
You mention that shared resources/load that span business units should be avoided.
Also, in the Resource Center under Business unit key principles, it says Do not configure agents who handle the same queue into different business units.
Can you please elaborate more why? And what would happened if this recommendation is not followed?
I am currently preparing the WFM configuration for a client who currently has 3 business units but some resources have the skills to answer calls across the 3 business units.
The customer's desire is to keep these 3 units separate because their forecasts and schedules are generated by 3 different teams. What do you recommend In order to resolve the situation/remedy the customer's need?
One of our fine folks on the consulting side can jump in (tagging @Chip Funk) with suggestions but I will note mine...
Customer may wish BU2 to handle some BU1 queues if BU1 resources are too busy. I would recommend against BU1 resources and BU2 resources having common queues to implement this behavior. Instead I would recommend the following:
I would suggest not to have one 'main' queue and instead drive with DID/country specific queues (rather than use country skills). It's likely you'll want to see analytics views at the country level and many of our views are queue specific. I'm not sure you'd find that if you went the skill level at all or as easily.I would also encourage you to engage @Chip Funk and his team on consultation services.Genesys Cloud WFM does not support bullseye routing (BER) forecasting/scheduling, so I would recommend avoiding use of it for queues you want to forecast/staff (at least accurately so).As skills are stripped in BER, historical data from analytics _only_ shows the original requirements. This means that if a BER queue is included in WFM, the forecasting and staffing will only see the original requirements (e.g., all the skills) and forecast and staff accordingly.BER, in general, isn't a great practice. It can do unnecessary waits when able agents are available immediately (e.g., you are waiting until the time you strip a skill). BER is easy to describe/explain and that simplicity is a trap folks fall into not realizing the deficiencies. Skills-based routing evaluates all of the agents and determines the best agent without artificial time delays that BER has.https://help.mypurecloud.com/articles/workforce-management-supported-configuration/:> Currently, workforce management forecasting and scheduling only supports inbound voice, chat, callbacks, email, and message media types in queues configured for standard ACD routing. Forecasting and scheduling does not support queues configured for bullseye routing.
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