Hi guys
Some questions please regarding forecasting/scheduling for email, chat etc.
From what I've gathered there's a current gap in the product in that an email may come into a queue after hours, so will sit there until the queue is staffed which could be hours or even days over a weekend. How then would WFM handle the forecasting and scheduling for that interaction? If an email came in at 2am, would WFM try to tell you that you need staff on then?
How have you got around the perceived poor performance of email queues where it looks falsely like an email queued for an extended period of time but may only actually end up queueing for seconds when there are actual agents logged in and on queue?
Are there any other gotchas around WFM forecasting when it comes to media channels other than voice? Does it also take into account utilization rules?
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Vaun McCarthy
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