Hi all,
We went live this week with one of our customers and on the first day, all actuals (except Agents columns) were missing in the Intraday Monitoring. The forecasts were there, but no actuals.
We opened a ticket and here is the answer we got:
I see there are quite a few route paths that are not associated with a planning group. Some with 100+ interactions. For these to be pulled in, we will want to ensure they are included.
We did add the "missing" route paths and that fixed the issue:
My concern is now that there are several route paths defined in the Planning groups, what will happen in Scheduling?
As we know that schedule generation looks for agents who can handle the entire planning group. Agents who can only handle a subset of the planning group will not be scheduled based on workload, but will receive a schedule.
#Unsure/Other------------------------------
Caroline M.
Senior Consultant WFO
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