Hi all
For one of my customers they have the following setup:
10 queues
20 agents
Those 20 agents have a mixed combination of several of the queues.
What I was looking to do was creating one planning group for each of the queues - meaning agents will end up in multiple planning groups - which is fine.
How does the scheduling logic work in this scenario? Say for example Agents A, B and C are all in queues 1, 2 and 3 and then Agent D is only in queue 2. Will the schedule take in account that Agent D would theoretically be "more available" to handle those Queue 2 calls since that's their only queue/planning group? So if forecast call volumes were lower on Queues 1 and 3 the system could manage only having Agents A and B added, not requiring Agent C at certain times of the day - if that makes sense?
Separately since skill levels can't be used in building a planning group, how does it take into account best available skill type routing?
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#ArchitectureandDesign#Implementation------------------------------
Vaun McCarthy
NTT New Zealand Limited
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