Hoping this gets some uptick.Good day fellow Pure Connect users,
I am using IC Business Manager CIC 2018 R4 Patch37.
We have our system configured using workgroups to schedule and to manage 'queues' - each 'queue' has it's own workgroup assigned. We currently do not use skillsets but leaning towards switching to skillsets so that there is a clearer picture of who is skilled with what and how many of those skilled people are in the schedules. We have found limitations with this way of scheduling, especially if we needed to do quite a bit of real-time movements in and out of certain activities (this is the nature of the type of work that is required). With Workgroups, unless you pre-planned the specific workgroup to only do one specific activity, it's difficult to filter if multiple work groups do a multitude of activities. For example, an English workgroup sometimes has to complete e-mail type (Non-ACD) work and then when the workload is completed, they return to ACD activity. Typically we can schedule this Non-ACD work in but if this type of work spans multiple teams/workgroups, filtering becomes difficult. One idea was to utilize the Team filter in Agent Details and build specific teams based on the types of Non-ACD work so then we can visibly see those 3 Non-ACD groups' schedules easily and then manage them to go in and out of Non-ACD back to ACD.
Does anyone else have a better solution (for filtering) other than to move to skills based scheduling?
Thank you so much in advance!
Carmen Chapman
#WEM/Optimizer------------------------------
Carmen Chapman
Workplace Safety & Insurance Board
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