Workforce Engagement Management

I have a challenge that I hope someone here can help me with. I have two groups of agents that handle different queues in the early morning, let's say Queue A and Queue B. During that time there is no supervisor or workforce monitoring. Agents can't handle both queues at the same time or at least, it's a challenge to do so because it requires jumping between systems. Few calls come in during this time but I need to have appropriate staff to cover both queues. What are some solutions?

1. Add reps to both queues in the early morning and remove one queue as soon as WFM starts in the morning. There are few calls so this shouldn't be a problem, but I want to explore other solutions.
2. Designate one rep to monitor queues and if they see a call waiting, enter the correct system and activate themselves for that queue or instruct another to do so.
3. Perhaps a permission can be enabled to allow alerts for agents, and that agent can be alerted if a call is waiting on a queue? I don't see any alert parameters that I can set for calls that wait a defined number of seconds on a queue.
4. Another solution

Hi Linsey, 

Sadly, there isn't an easy/elegant way at the moment to achieve this 😔
I'm not a fan of adding/removing queues/ Planning Groups during the day as it can create confusion and is prone to errors. Some of the suggestions I've seen in the past are:

• Create a forecast modifier that increases the volumes during these quiet times to help "force" the schedule engine to schedule the agents with the correct skills during the schedule generation process. You can then remove the modifier before publishing the schedule to ensure you accurately predict service goals.
• Fixed Work Plans, use a Work Plan/Work Plan Rotation that uses a fixed shift for the quiet period of the day.

The good news is that we are currently working on ideas that will help with this scenario 🙂

Scheduling allow for Minimum Staffing to cover operating hours, regardless of Forecast - this will enable the administrator to set the minimum staffing requirement per day by the Planning Group.

Ensure Fair, Randomly Generated Start Times for Agents - This will bring the ability to set the minimum and maximum number of times a specific Work Plan shift can be scheduled for the agent per planning period. 

Paul

I have a challenge that I hope someone here can help me with. I have two groups of agents that handle different queues in the early morning, let's say Queue A and Queue B. During that time there is no supervisor or workforce monitoring. Agents can't handle both queues at the same time or at least, it's a challenge to do so because it requires jumping between systems. Few calls come in during this time but I need to have appropriate staff to cover both queues. What are some solutions?

1. Add reps to both queues in the early morning and remove one queue as soon as WFM starts in the morning. There are few calls so this shouldn't be a problem, but I want to explore other solutions.
2. Designate one rep to monitor queues and if they see a call waiting, enter the correct system and activate themselves for that queue or instruct another to do so.
3. Perhaps a permission can be enabled to allow alerts for agents, and that agent can be alerted if a call is waiting on a queue? I don't see any alert parameters that I can set for calls that wait a defined number of seconds on a queue.
4. Another solution

I have a challenge that I hope someone here can help me with. I have two groups of agents that handle different queues in the early morning, let's say Queue A and Queue B. During that time there is no supervisor or workforce monitoring. Agents can't handle both queues at the same time or at least, it's a challenge to do so because it requires jumping between systems. Few calls come in during this time but I need to have appropriate staff to cover both queues. What are some solutions?

1. Add reps to both queues in the early morning and remove one queue as soon as WFM starts in the morning. There are few calls so this shouldn't be a problem, but I want to explore other solutions.
2. Designate one rep to monitor queues and if they see a call waiting, enter the correct system and activate themselves for that queue or instruct another to do so.
3. Perhaps a permission can be enabled to allow alerts for agents, and that agent can be alerted if a call is waiting on a queue? I don't see any alert parameters that I can set for calls that wait a defined number of seconds on a queue.
4. Another solution

Hello,

Have you considered placing both groups in all queues and using star skill settings to designate which groups will receive the calls first? This approach will help ensure that you have the right staff skilled correctly to handle the calls as they come in. Additionally, predictive routing can assist in optimizing this scenario.

I have a challenge that I hope someone here can help me with. I have two groups of agents that handle different queues in the early morning, let's say Queue A and Queue B. During that time there is no supervisor or workforce monitoring. Agents can't handle both queues at the same time or at least, it's a challenge to do so because it requires jumping between systems. Few calls come in during this time but I need to have appropriate staff to cover both queues. What are some solutions?

1. Add reps to both queues in the early morning and remove one queue as soon as WFM starts in the morning. There are few calls so this shouldn't be a problem, but I want to explore other solutions.
2. Designate one rep to monitor queues and if they see a call waiting, enter the correct system and activate themselves for that queue or instruct another to do so.
3. Perhaps a permission can be enabled to allow alerts for agents, and that agent can be alerted if a call is waiting on a queue? I don't see any alert parameters that I can set for calls that wait a defined number of seconds on a queue.
4. Another solution

Hi Robert,

That's a possibility and a fine option for the early morning. I'm not sure how it'll play out once more volume comes in.

Hello,

Have you considered placing both groups in all queues and using star skill settings to designate which groups will receive the calls first? This approach will help ensure that you have the right staff skilled correctly to handle the calls as they come in. Additionally, predictive routing can assist in optimizing this scenario.

I have a challenge that I hope someone here can help me with. I have two groups of agents that handle different queues in the early morning, let's say Queue A and Queue B. During that time there is no supervisor or workforce monitoring. Agents can't handle both queues at the same time or at least, it's a challenge to do so because it requires jumping between systems. Few calls come in during this time but I need to have appropriate staff to cover both queues. What are some solutions?

1. Add reps to both queues in the early morning and remove one queue as soon as WFM starts in the morning. There are few calls so this shouldn't be a problem, but I want to explore other solutions.
2. Designate one rep to monitor queues and if they see a call waiting, enter the correct system and activate themselves for that queue or instruct another to do so.
3. Perhaps a permission can be enabled to allow alerts for agents, and that agent can be alerted if a call is waiting on a queue? I don't see any alert parameters that I can set for calls that wait a defined number of seconds on a queue.
4. Another solution

I have a challenge that I hope someone here can help me with. I have two groups of agents that handle different queues in the early morning, let's say Queue A and Queue B. During that time there is no supervisor or workforce monitoring. Agents can't handle both queues at the same time or at least, it's a challenge to do so because it requires jumping between systems. Few calls come in during this time but I need to have appropriate staff to cover both queues. What are some solutions?

1. Add reps to both queues in the early morning and remove one queue as soon as WFM starts in the morning. There are few calls so this shouldn't be a problem, but I want to explore other solutions.
2. Designate one rep to monitor queues and if they see a call waiting, enter the correct system and activate themselves for that queue or instruct another to do so.
3. Perhaps a permission can be enabled to allow alerts for agents, and that agent can be alerted if a call is waiting on a queue? I don't see any alert parameters that I can set for calls that wait a defined number of seconds on a queue.
4. Another solution