Workforce Engagement Management

Hi All,

When we import a csv file using the Weighted Historical Index with Source Data Import or using the HDI, what if there is an activity (like an external ticketing system) that does not have AHT? Are there any recommendations? They just have a number of tickets that is created in 30 minutes intervals but no AHT. If they import a file with IV related to those tickets but no AHT, how the system would treat that to calculate the number of agents needed to handle that work?

Thank you!

Debora

#Forecasting

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Debora Gomes
Miratech, Inc
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Hi Debora,

I'm trying to source an answer for you

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Tracy
Genesys
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Hi Debora, 

AHT is mandatory for the Weighted Historical Index with Source Data Import or using the HDI; the system requires AHT to calculate staff. If you have an activity that does not have AHT, I suggest that you estimate the AHT for the activity. Try to count how many digital interactions an agent can handle in 15 or 60mins. Maybe, looking at how many tickets got handled in the past and how many agent hours it took? Sometimes if a business does not have an AHT they do a time in motion study or estimate the AHT and see how close they are.

This is a long way to say the AHT is required, and your best bet is to estimate it and use that value. Unfortunately, that is your only option right now, but feel free to submit an idea on how we can improve this for you.

Thanks,

Danny

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Daniel Chapdelaine,
Product Manager, WFM Forecasting
Genesys - Employees
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