Workforce Engagement Management

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Can I use Chat and Voice (2 planning group) in the same BU?

  • 1.  Can I use Chat and Voice (2 planning group) in the same BU?

    Posted 11 days ago

    Hi Friends, I'd like some help in this situation.

    I need a shared team in Chat and Voice, then, We use a Business Unit with 2 Planning Groups (chat & Voice).

    With this configuration, the "Intraday Monitoring" doesn't list "Message" channel information, the voice is OK.

    In the Queue Performace with filter queues message configured in the Planning Groups, I see the data:

    I couldn't find in the documentation that this scenario and configuration doesn't work, so if anyone has any tips, I'd be grateful.

    Att,


    #Configuration
    #WorkforceManagement
    #Forecasting
    #Monitoring/Adherence

    ------------------------------
    Breno Canyggia Ferreira Marreco
    https://www.linkedin.com/in/brenocfm-40b62182/
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  • 2.  RE: Can I use Chat and Voice (2 planning group) in the same BU?

    Posted 4 days ago

    Up :)



    ------------------------------
    Breno Canyggia Ferreira Marreco
    https://www.linkedin.com/in/brenocfm-40b62182/
    ------------------------------



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