Good morning, team,
We currently have two partners sharing the same queue, and we aim to create separate forecasts for each. Could you please advise on the best approach to:
- Create two distinct forecasts and schedules,
- Monitor how many chats each partner has answered,
- Ensure performance tracking is accurate and not impacted by the shared setup?
At present, we've created a combined forecast, which allows us to view volumes in the intraday monitoring tab. We've also started testing a new management unit setup, which enables us to generate separate forecasts and schedules-this seems to support the separation we're aiming for.
Ideally, we want to maintain independent forecasts and schedules for each partner, without cross-impact, and track performance individually (see forecast vs ansered volumes) While we can view performance using work teams, our reporting team is currently unable to access this data in PureInsight as we have only one division and there is no way how we can identify which agents asnwered the chat.
Any guidance or best practices would be greatly appreciated.
#Forecasting
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Stase Ceckauske
na
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