Hi all,
Just wondering if anyone has experience of using Predictive Routing with WFM.
Given that there may be a delay between "any" agent being available and a "preferred agent" being available - do our overs and under shown in forecasts / schedules take this into account?
I read that Predicitve Routing is 'compatible with WFM' but can't seem to find detail on how this works in the background / limitations etc.
There are number of clients we have looking at using this and want to make sure I fully understand.
Any help or information would be greatly appreciated.
Many thanks in advance!
#Routing
#WorkforceManagement
#Forecasting
#ScheduleManagement
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Paul McCluskey
WFM Consultant
Sabio Group
UK
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