Workforce Engagement Management

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  • 1.  Planning group set up help

    Posted 13 days ago

    Hello! Looking for how you'd set up planning groups based on this structure:

    • There are three voice queues which take all the same skills.
      • E.g. Queue 1 has Sales skill, Queue 2 has Sales skill, Queue 3 has Sales skill
    • The three queues exist to be able to segment customers based on client size.
      • Queue 1 is small clients, queue 2 is medium clients, queue 3 is large clients
    • Some advocates are in all three queues, some are only in two queues. 

    What is the correct planning group setup?

    1. One PG that houses all three queues (even though the advocates may not be in all three queues)
    2. One PG for each queue (which gives the correct number of advocates attached)
    3. Something else?


    #Configuration
    #WorkforceManagement
    #Forecasting
    #Scheduling

    ------------------------------
    Shannon Hellner
    WFM manager
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  • 2.  RE: Planning group set up help

    Posted 11 days ago

    Hi Shannon,

    I see nobody is replying to this post so I thought I'd chime in. My suggestion would be to create a separate planning group for each queue. When configuring route paths for planning groups there is a note in the dialog:

    Note:
    Agents must be able to handle all of the route paths in this planning group to be scheduled against any of the route paths in this planning group
    For each planning group I would configure two route paths; One with the Sales skill and one with no skill attached. The goal here is to try to cover any possible queue/skill combination by which, historically, the calls could have been answered. I'm not sure if you have agents without the sales skill answering these calls but best to have all bases covered.
    If you were to configure one planning group for all queues then the advocates that are only in two queues would not count as FTEs for that planning group when generating the schedule and they would not show up in your staffing numbers as per the note above.
    Regards


    ------------------------------
    Paul Soulodre
    Alberta Motor Association
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    Original Message


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