Loaded question here. First of all, what is defined as back office work? Are you talking about a guy going into a warehouse and doing inventory, a file clerk filing claims, a person digitizing or inputting faxed information, or even someone just manning information desks during the day? Each of these have issues like do you count the time for the guy to walk to the warehouse and if he does more than one inventory, do you could each individually? I think that this whole discussion of back office can be accomplished in a few ways.
- Schedule time in schedules for work - just place activities for things like filing, digitation, or inventory into agent schedules when time will still be accounted for these duties
- Use Work Items to route back-office work like filing or digitization that allows agents to be working on a work item while on queue and interacting.
- Use Email as a place-holder for back-office work so agents could pick up the Email, do the job, then disconnect the Email or send back completion notes into an automated system.
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Robert Wakefield-Carl
ttec Digital
Sr. Director - Innovation Architects
Robert.WC@ttecdigital.comhttps://www.ttecDigital.comhttps://RobertWC.Blogspot.com------------------------------
Original Message:
Sent: 08-26-2024 08:46
From: Viivi Tiainen
Subject: Count for off queue activity codes by agent
Hi,
is there a way to see how much i.e back office time was scheduled for a certain agent?
Of course you can look at performance status by agent but I was wondering is it possible to see it through schedule view or in the wfm performance views?
Customer basically wants a way to track how much back office work was scheduled for each agent so it is even.
New release activity plans will help with this but I was wondering if there was a way already to do this.
#WorkforceManagement
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Viivi Tiainen
Advania Finland Oy
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