Hi 

Wondering if anyone has had experience forecasting and quantifying back office (non-phone) work items within the system.  Currently we're using the platform for phone only with no integration with our back office (email / claim activities) work with lives in Guidewire. 

Any advice on this,  just trying to get an idea on some potential solutions. 

Thanks,
#AskMeAnything(AMA)

------------------------------
Dalvir Dhamrait
Workplace Safety & Insurance Board
------------------------------

HI Dalvir,

If agents spend time on work that is not Genesys routed, then the WF planning tool cannot capture that data as part of workload for the purposes of forecasting.  However, there are few things you can do to understand that time and use it to influence your forecast.  I would recommend (if you have not already) add a custom status to the client that agents use exclusively for the time you are attempting to capture.  An agent when working back office will use that specific status to indicate and accumulate time required to non-acd work.  Keep in mind this is only as accurate as the agent is disciplined around using the appropriate status and because it is manually invoked is subject to abuse if agent behavior is not monitored and coached.  Once you have representative reporting on time in status you can use that insight to influence your configured unplanned shrinkage.  If you have no intention or are unable to plan when an agent completes that work, you will need to adjust agent adherence expectations accordingly, otherwise you can easily become an exception processing shop and that is not a good situation in which to find you WFM team.  Alternatively, is you can plan an agents time to complete that work, that would be the preferred approach.  You can add an activity to the shift with a wide open window for placement and the tool will schedule the non-acd time based on when your plan can support to shrink.  If you follow this approach you don't need to inflate your unplanned shrinkage percent.  Hope that helps.

------------------------------
Chip Funk
Manager, Business Consulting
Genesys - Employees
------------------------------

Original Message:
Sent: 07-08-2020 10:42
From: Dalvir Dhamrait
Subject: Back Office Management

Hi

Wondering if anyone has had experience forecasting and quantifying back office (non-phone) work items within the system.  Currently we're using the platform for phone only with no integration with our back office (email / claim activities) work with lives in Guidewire.

Any advice on this,  just trying to get an idea on some potential solutions.

Thanks,
#AskMeAnything(AMA)

------------------------------
Dalvir Dhamrait
Workplace Safety & Insurance Board
------------------------------

Thanks for the quick response Chip

------------------------------
Dalvir Dhamrait
Workplace Safety & Insurance Board
------------------------------

Original Message:
Sent: 07-09-2020 10:50
From: Chip Funk
Subject: Back Office Management

HI Dalvir,

If agents spend time on work that is not Genesys routed, then the WF planning tool cannot capture that data as part of workload for the purposes of forecasting.  However, there are few things you can do to understand that time and use it to influence your forecast.  I would recommend (if you have not already) add a custom status to the client that agents use exclusively for the time you are attempting to capture.  An agent when working back office will use that specific status to indicate and accumulate time required to non-acd work.  Keep in mind this is only as accurate as the agent is disciplined around using the appropriate status and because it is manually invoked is subject to abuse if agent behavior is not monitored and coached.  Once you have representative reporting on time in status you can use that insight to influence your configured unplanned shrinkage.  If you have no intention or are unable to plan when an agent completes that work, you will need to adjust agent adherence expectations accordingly, otherwise you can easily become an exception processing shop and that is not a good situation in which to find you WFM team.  Alternatively, is you can plan an agents time to complete that work, that would be the preferred approach.  You can add an activity to the shift with a wide open window for placement and the tool will schedule the non-acd time based on when your plan can support to shrink.  If you follow this approach you don't need to inflate your unplanned shrinkage percent.  Hope that helps.

------------------------------
Chip Funk
Manager, Business Consulting
Genesys - Employees

Original Message:
Sent: 07-08-2020 10:42
From: Dalvir Dhamrait
Subject: Back Office Management

Hi

Wondering if anyone has had experience forecasting and quantifying back office (non-phone) work items within the system.  Currently we're using the platform for phone only with no integration with our back office (email / claim activities) work with lives in Guidewire.

Any advice on this,  just trying to get an idea on some potential solutions.

Thanks,
#AskMeAnything(AMA)

------------------------------
Dalvir Dhamrait
Workplace Safety & Insurance Board
------------------------------