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  • 1.  WFM Scheduling

    Posted 11-26-2019 11:50
      |   view attached

    Hello all, I wonder if any of can set up on-queue schedules in WFM and assign the 'skill' level

    Example attached.

    If so, can you walk me through how to do it?


    #Unsure/Other

    ------------------------------
    Karen M Hicks
    Koch Business Solutions
    ------------------------------

    Attachment(s)

    xlsx
    phone schedules.xlsx   9 KB 1 version


  • 2.  RE: WFM Scheduling

    GENESYS
    Posted 01-03-2020 14:36
    I don't see skills, per se, called out in the attachment...just different queues at different times of the day.

    Can you give a business case for wanting to bypass the scheduling algorithm (which puts the best agents at the best times to handle predicted interaction volumes)? It seems you are wanting to do manual scheduling mixed with what is calculated?

    ------------------------------
    George Ganahl GCP (PureCloud), ICCE
    Principal Technology Consultant
    Genesys
    ------------------------------



  • 3.  RE: WFM Scheduling

    Posted 01-03-2020 15:02

    Hello,
    Our Agents cross over between all of our queues.
    We want to allow agents from each queue time for their projects, but ensure the phones are covered.

    We want to be able to schedule team meetings as well.  We are looking to understand WFM better as well.  At this time, our forecasts, based off of "Weighted Historical Index" aren't actionable. 



    ------------------------------
    Karen M Hicks
    Koch Business Solutions
    ------------------------------



  • 4.  RE: WFM Scheduling

    GENESYS
    Posted 01-03-2020 15:44
    @Jay Langsford or @Jay Miller any thoughts? ​​​

    ------------------------------
    George Ganahl GCP (PureCloud), ICCE
    Principal Technology Consultant
    Genesys
    ------------------------------



  • 5.  RE: WFM Scheduling

    Posted 01-05-2020 18:58
    Hey George,

    In smaller centres here in New Zealand we schedule agents onto other queues during non-peak voice times. A perfect example would be for agents to focus on an email queue without being interrupted by voice interactions.

    In NICE WFM for example, you can create activity codes which are "open" or On Queue to a specific queue or skill (i.e. not all queues) which the agent is attached to. The scheduling engine takes this into account when predicting how many agents will be servicing each queue.

    ------------------------------
    Will Bellerby
    Pyrios NZ Ltd
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  • 6.  RE: WFM Scheduling

    GENESYS
    Posted 02-20-2020 16:18
    @Cameron Smith I don't know that you saw this thread when it was first posted ​

    ------------------------------
    George Ganahl GCP (PureCloud), ICCE
    Principal Technology Consultant
    Genesys
    ------------------------------



  • 7.  RE: WFM Scheduling

    Posted 02-20-2020 16:36

    THANK you,

    I didn't.

     

    Let me think on this.

     

    Please let me know if you have any questions.


    Thank you,

     

     

    Karen Hicks

    GPXpress® Account Specialist 

    GP PRO  l  Georgia Pacific, LLC

    O: 920.438.4058

    Karen.Hicks@gapac.com

    www.gppro.com

     






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