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Good info but now it gets tougher.
Items #1, 2 and 3 – metrics are dead on. No obvious issues.
Item #4 – RTA runs about 97%.
#1 and #2 – same BU
#3 always a challenge. However we see correct staffing numbers in lower volume periods of our work day. Once we get into high volume intervals the system is asking for too many agents.
#4 our emails are not overwhelming in off hours. Just a handful that shouldn't impact overall staffing.
So if we don't see any obvious issues, what is the best way to adjust the output of the system to be more realistic. I've worked in systems in the past that allowed me to set a Reporting SLA (our true KPI) and also a Forecast SLA that we could adjust up/down to impact staffing levels. Any thoughts?
Reply from Greg Barrett
Jay that could be it. We added some smaller planning groups lately as our business expanded. So maybe a best practice is in place. Leave these low volume, limited volume planning groups out and focus on the core volume groups that all agents have access. Only side effect I see is the total forecast being a little low.
I can't select what planning groups apply to what forecast so I would have to remove them.
Let me know if we are on the same page.
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