If there have been resent changes to planning groups, then a new forecast and a new published schedule based on that new forecast is required.
Generally when schedule or intraday monitoring show zeroes for a planning group it means there is a config issue. Either the route paths and planning groups do not have any historical volume or they do, but a new forecast and schedule has not been generated that utilize the new/changed planning groups.
Also a reminder, which is in resource center article and on the user interface itself: "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." If that isn't the case then those agents will not be considered as capable of handling any load.
The resource article further notes: "Selecting a route path with no offered interactions causes issues with forecasting, scheduling, and intraday monitoring. Best practice recommends searching for route paths instead of manually adding them."
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Jay Langsford
VP, R&D
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Original Message:
Sent: 02-07-2024 04:23
From: ANA BELEN ALONSO VIDALES
Subject: Planning group
Hy everyone
I am starting with WFM, I have a question with Intraday Monitoring: there is a planning group that has not had any calls for a month or more.
I have recreated last week all the planning groups, and I have published a new forecast, but this planning group still does not show any activity, when in fact we are receiving calls.
Can anyone give me some guidance on this?
Thanks in advance
#Workforce Management
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ANA BELEN ALONSO VIDALES
EOS Spain S.L.
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