Workforce Engagement Management

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  • 1.  FORECAST y Pl GROUP

    Posted 15 days ago

     
     Hi everyone

    I need some help with the planning group because I don't understand with Pl groups


    For instance, I have an inbound queue with 20 agents, and those agents work on 2 different outbound campaigns. Imagine that we divide them according to their experience, for campaign A the most experienced agents (8) and the rest (12) for campaign B.

    According to the documentation, if you combine queues, languages, and skill sets make sure to review the agents who can handle the planning group. If a planning group is made up of more than one set of queues, language and skill sets, forecasts only display the combined values for the planning group, and the schedule generation process look for agents who can handle the entire planning group, not individual pieces of it".


    I have done several tests on the forecasts; it is not clear to me how this work and how it associates forecasting and agents with planning group membership. The forecasting is similar if I include all agents in the same planning than if I configure 2 different ones, one for more experienced agents and another one for beginner agents.

    Thanks in advance


    #Forecasting

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    ANA BELEN ALONSO VIDALES
    CTI
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  • 2.  RE: FORECAST y Pl GROUP

    Posted 11 days ago

    Consider placing the agents in two skill expression groups that divide the skill level like <=3 and >3.  Then place these two groups into the queue membership instead of the agents in two different queues.  Finally, use Skills-based routing to send the calls to the agents.  I think this will get you close to what you are looking for.  You can play around with Conditional Group Routing to allow roll-over as well. 



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    Robert Wakefield-Carl
    ttec Digital
    Sr. Director - Innovation Architects
    Robert.WC@ttecdigital.com
    https://www.ttecDigital.com
    https://RobertWC.Blogspot.com
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