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Email, Chat and WFM?

  • 1.  Email, Chat and WFM?

    Top 25 Contributor
    Posted 01-21-2021 21:05
    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?

    #AskMeAnything(AMA)
    #ArchitectureandDesign
    #DigitalChannels
    #Omni-ChannelDesktop/UserInterface
    #SystemAdministration
    #Unsure/Other

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    Vaun McCarthy
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  • 2.  RE: Email, Chat and WFM?

    Top 25 Contributor
    Posted 01-24-2021 18:28
    I would bring the Email into a flow and check the schedule.  If during hours, pass to the queue.  If not, then put it into a loop with a wait of 5 or 10 minutes.  Check the schedule after the wait and if open, exit loop.  If it closed, do next loop.

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    Robert Wakefield-Carl
    Avtex Solutions, LLC
    Contact Center Innovation Architect
    robertwc@avtex.com
    https://www.Avtex.com
    https://RobertWC.Blogspot.com
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  • 3.  RE: Email, Chat and WFM?

    Top 25 Contributor
    Posted 01-24-2021 18:33
    Thanks Robert, yep that's the way I was leaning too.  Pretty messy.  Any problem with too high a loop count?  Over a long weekend that loop may run through a few hundred times.

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    Vaun McCarthy
    NTT New Zealand Limited
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  • 4.  RE: Email, Chat and WFM?

    Top 25 Contributor
    Posted 01-24-2021 20:39
    Unless you have 10's of thousands of emails over the weekend, it shouldn't matter.  You could also take timer up to 15 minutes - who cares are about 15 minutes over a weekend.

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    Robert Wakefield-Carl
    Avtex Solutions, LLC
    Contact Center Innovation Architect
    robertwc@avtex.com
    https://www.Avtex.com
    https://RobertWC.Blogspot.com
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