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  • 1.  Moving from single skill to multi skill Forecasting & Scheduling

    Posted 10-30-2018 07:35
    No replies, thread closed.
    ​

    Hello WFM community,

     

    Hope that somebody can help me with more details how I can do the Forecast & Scheduling in WFM when moving from agents with single skills to agents with multi skills. Currently the agents are single skills and we would like activate multi skill so they can handle interactions from different activities.

    Can anybody give me some details what are the required steps in order to do the forecast & scheduling after I move agents from 1 skill to multi skill?

    Some details about the agent & activity & skill structures; I have 49 agents in total with different combinations of skills (as described in table 3 Agents & skill combination).

    Thanks

    Activity & Skill

    Activity

    Monthly Calls/Activity

    Activity 1

                                          6,000

    Activity 2

                                          9,000

    Activity 3

                                       14,000

     

    No of Agents/Skill

    Skills

    No of Agents/Skill

    Skill A

    32

    Skill B

    38

    Skill C

    36

     

    Agents & skill Combinations

    Agents with

    Skill Combinations

    Counts

    1 Skill

    Skill A

    5

    Skill C

    6

    1 Skill Total

    11

    2 Skills

    Skill A & Skill B

    8

    Skill B & Skill C

    11

    2 Skills Total

    19

    3 Skills

    Skill A & Skill B & Skill C

    19

    3 Skills Total

    19

    Grand Total

     

    49

     


    #Workforce Management

    ------------------------------
    Sorin Lionte
    Orange Romania SA
    ------------------------------


  • 2.  RE: Moving from single skill to multi skill Forecasting & Scheduling

    Posted 10-30-2018 07:53
    No replies, thread closed.
    Good Morning Sorin, 

    Which Genesys platform are you current using? The answer depends on exactly which platform you are using. 

    Thanks

    ------------------------------
    Cameron Smith
    Sr Director, Product Management - Workforce Engagement Management
    Genesys - Employees
    cameron.smith@genesys.com
    ------------------------------



  • 3.  RE: Moving from single skill to multi skill Forecasting & Scheduling

    Posted 10-30-2018 09:48
    No replies, thread closed.
    ​Sorry for missing critical information regarding the platform :) We are on Genesys PureEngage. The WFM Version 8.5.210.02

    Thanks,
    Sorin

    ------------------------------
    Sorin Lionte
    Orange Romania SA
    ------------------------------

    Original Message


  • 4.  RE: Moving from single skill to multi skill Forecasting & Scheduling
    Best Answer

    Posted 10-30-2018 10:25
    No replies, thread closed.
    No problem. 

    Here is the basic steps. More information can be found on the Genesys documentation (docs.genesys.com) 

    Configuration of Agents and Activities. 

    Agents should be configured with the associated routing skills within Framework/Designer. 
    Activities should be configured to match these skills. 
    • Confirmation of this can be viewed in the activity configuration screens. 

    Generating Forecasts and Staffing Requirements for each activity. 

    You will need to generate forecasts as standard today and associated staffing requirements for each individual activity. 
    These will need to be loaded into the master forecast. 

    Building Schedules

    Follow your standard practice of including calendar items and the like. 
    Create the scenario
    Include all Activities required. 
    Include all Agents required. 
    Build Schedule as per standard process. 

    Results

    You should see the schedules built for the associated staffing requirements covering each activity. Agents who have 1 or more skills will be distributed across the activities they service. 

    Hope that helps



    ------------------------------
    Cameron Smith
    Sr Director, Product Management - Workforce Engagement Management
    Genesys - Employees
    cameron.smith@genesys.com
    ------------------------------

    Original Message


  • 5.  RE: Moving from single skill to multi skill Forecasting & Scheduling

    Posted 10-31-2018 10:20
    No replies, thread closed.
    ​Thanks Cameron for your support.

    I'll try as suggested. One more questions regarding agent properties: How should I best group the agents on sites?

    Currently, in the single skills configuration they are grouped by site, based on the activity they perform; e.g.: site A for activity A, in site B for activity B. I have a feeling that the current grouping of agents it is not the best way to do it.

    Thanks,
    Sorin

    ------------------------------
    Sorin Lionte
    Orange Romania SA
    ------------------------------

    Original Message


  • 6.  RE: Moving from single skill to multi skill Forecasting & Scheduling

    Posted 10-31-2018 14:34
    No replies, thread closed.
    No problems :)

    Typically if the agents belong to the same physical center, they should be grouped under a single site, with teams if required. This will allow you to see everything in once place and make the configuration a lot easier. 


    ------------------------------
    Cameron Smith
    Sr Director, Product Management - Workforce Engagement Management
    Genesys - Employees
    cameron.smith@genesys.com
    ------------------------------

    Original Message


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