Best practice is not to artificially increase agents or calls that can skew forecasts and schedules. It is best that you have them in the queue all the time for scheduling, but use a skill that can be added to the interactions before they hit the queue and/or removed with the in-queue call flow. This allows your Planning Groups to remain as is and not to skew the agents getting calls that normally would not be accounted for. You can create a table that controls the skill or use timers, queue depth, wait time, etc. I don't like the idea of agents with self-activation when you are using WFM to optimally schedule for them. It is like saying father knows best but I'll do what I want to do anyway.
------------------------------
Robert Wakefield-Carl
ttec Digital
Sr. Director - Innovation Architects
Robert.WC@ttecdigital.comhttps://www.ttecDigital.comhttps://RobertWC.Blogspot.com------------------------------
Original Message:
Sent: 10-17-2023 14:29
From: Debora Gomes
Subject: Queues to be activated only when needed
Hello,
I am trying to figure out how to proceed with this customer who wants to have their agents assigned to additional/secondary queues which their agents can activate/deactivate thorough the agent's interface when needed. These agents have primary queues, related to calls they normally answer daily, but also they would like them to be able to activate themselves to work on these "secondary queues", which would be already assigned to them but not active under normal circumstances.
What would be the impact of that on the WFM scheduling? When we look at the Planning Groups we see all those agents who would not normally take those calls showing under agents, but they would only take those calls when needed by demand. What is the best workaround here? Remove those "secondary queues" from the agent's profiles and only assign them when needed?
Thanks.
Debora
#ActivateQueues #scheduling
#Scheduling
------------------------------
Debora Gomes
Miratech, Inc
------------------------------