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  • 1.  WEM Planning Groups and transfers with stripped skills?

    Posted 09-05-2021 20:10
    Hi guys

    Apologies if this has been asked before:

    In the scenario where a call is transferred to a queue, in some cases skills are stripped from the call.  In the planning group for the destination queue, if I put both route paths (ie Queue B with Skill B, and Queue B with no skill) how will that actually work in practice?  Does the rule around agents only able to handle a subset of the paths come into play here?  

    I'm guessing not as if an agent has the skill, they can handle a call coming in under either scenario, so they'd be able to handle the full planning group?  But if I don't have both route paths in there (leaving out the queue with no skill) then there'll be a shortage of coverage as those transfers won't be included in the forecast and schedule.
    #ArchitectureandDesign
    #Implementation
    #SystemAdministration
    #Unsure/Other

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    Vaun McCarthy
    NTT New Zealand Limited
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  • 2.  RE: WEM Planning Groups and transfers with stripped skills?

    Posted 09-06-2021 02:50

    Hi Vaun,

    We've ended up doing this in our WFM config were our Route Path Associations are:

    a) Queue with Skill Set - this catches most interactions coming through Architect

    b) Queue with Skill Set set as <none> - this catches any Queue transfers or Queue direct calls that don't get a Skill assigned by Architect.

    As all agents with the Skill set allocated can also perform the work with no Skill set, it catches both sets of workload.



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    Jeff
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    Original Message


  • 3.  RE: WEM Planning Groups and transfers with stripped skills?

    Posted 09-06-2021 03:07
    Thanks Jeff


    That's exactly what I'd been assuming and how I've done it too.


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    Vaun McCarthy
    NTT New Zealand Limited
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    Original Message


  • 4.  RE: WEM Planning Groups and transfers with stripped skills?

    Posted 09-07-2021 21:39

    Hi Vaun,

    Did support provide reason skills are being stripped for some of the calls?



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    ATB - Vincent R. Sabolboro
    ATB Financial
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    Original Message


  • 5.  RE: WEM Planning Groups and transfers with stripped skills?

    Posted 09-07-2021 21:46
    H Vincent

    I didn't raise a support case on that because that bit is working as designed.

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    Vaun McCarthy
    NTT New Zealand Limited
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    Original Message


  • 6.  RE: WEM Planning Groups and transfers with stripped skills?

    Posted 09-08-2021 13:40

    Hi Vaun,

    Thank you for the clarification.



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    ATB - Vincent R. Sabolboro
    ATB Financial
    ------------------------------

    Original Message


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