Anything that artificially inflates or conflates the ASA/Handle Time messes with WFM. That includes Bullseye and Manual Assignment as well as other routing measures like changing priority and skills mid-stream. All these create unnatural ups and downs in the data that WFM just is not designed to handle. Think of it as throwing in a 2nd string guard in the middle of a full-court press (March Madness is on a lot of minds at this time) and expect to predict if the team will score. Or how about changing out code in production late on Friday and expecting it to be working 100% on Monday.
Genesys is continually working on the WFM forecasting to account for just about every scenario, but the flexibility of the rest of the product keeps them on their toes.
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Robert Wakefield-Carl
Avtex Solutions, LLC
Contact Center Innovation Architect
robertwc@avtex.comhttps://www.Avtex.comhttps://RobertWC.Blogspot.com------------------------------
Original Message:
Sent: 02-22-2022 11:14
From: Matthew Raleigh
Subject: Bullseye not compatible with WFM
Hi,
Does anyone know the detail on this? Is it reporting, etc?
#Analytics/WFM
#Interactionrouting(ACD)
#Architect/Routing
#ArchitectureandDesign
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Matthew Raleigh
Contact Center Engineer L2
Broker Solutions, Inc. DBA New American Funding
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