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  • 1.  Agents with different skill set levels

    Posted 05-27-2020 12:45
    No replies, thread closed.
    We have the following use case as we started to implement WFM feature for one of our clients.

    Multiple agents with different skill set levels can handle the same planning group. In order to have the agents with the best skill set levels in the shifts with the highest volume of the interactions, we thought the best would be to create separate work plans where the highly skilled agents will be assigned to the work plan where shifts start/end times are within the hours of the highest volume and all other agents to be in the separate work plan.

    Do you have any other suggestions on how to solve this?

    Thanks,

    #GeneralQuestion
    #Genesys Cloud
    #Genesys Multicloud CX on-premises
    #CoachingandLearning
    #Forecasting
    #Gamification
    #Product Idea
    #Interaction Analytics
    #Performance Management
    #QualityEvaluations
    #Recording,Policies
    #Rewards and Recognition
    #SpeechandTextAnalytics
    #Workforce Management
    #Other/Not Sure

    ------------------------------
    Tatjana Knezevic
    Star Telecom
    ------------------------------


  • 2.  RE: Agents with different skill set levels

    Posted 05-28-2020 12:20
    No replies, thread closed.

    Hi Tatjana,  yes the best way to make sure that highest skilled agents have workplans that cover the busiest hours so you are on the right track!

    Best,

    Dan



    ------------------------------
    Daniel Rickwalder
    Genesys
    ------------------------------

    Original Message


  • 3.  RE: Agents with different skill set levels

    Posted 05-28-2020 13:09
    No replies, thread closed.
    Thank you

    ------------------------------
    Tatjana Knezevic
    Star Telecom
    ------------------------------

    Original Message


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