Workforce Engagement Management

We are also very much interesting in understanding what impacts this has to forecasting especially around staffing.

I understand that those impact are mitigated but not eliminated. 

I also understand there is a new feature coming out called Conditional Group Routing which is supposed to be more WFM friendly, but still what are the impacts to forecasting if any.

@Matt Lawson Would love to see an AMA with WFM experts going into this at detail, on why it is so hard for WFM to calculate forecasting and staffing when these routing methods are used. What scenarios these are best suited for, what the impacts really are, when definitely not to use these routing methods etc.

We've struggled with this.  If you have a planning group with only skill (which most of ours are) as soon as you add the skill to agent it adds them to the planning group and shows them as scheduled to handle that planning group in the FTE differentials.  For us this might mean that we go from a team of 100 people who would normally take that skill to 200 people because we have 100 who can take it as a "back up".  We experienced exactly the same issue with Conditional Group Routing.  Really disappointing as I feel that CGR could be transformational, especially with more metrics being added to the roadmap.  Ultimately we have had to stick with standard routing and making any required skill changes manually in-day.

We are also very much interesting in understanding what impacts this has to forecasting especially around staffing.

I understand that those impact are mitigated but not eliminated. 

I also understand there is a new feature coming out called Conditional Group Routing which is supposed to be more WFM friendly, but still what are the impacts to forecasting if any.

@Matt Lawson Would love to see an AMA with WFM experts going into this at detail, on why it is so hard for WFM to calculate forecasting and staffing when these routing methods are used. What scenarios these are best suited for, what the impacts really are, when definitely not to use these routing methods etc.

Felicity, 

Sorry to hear you're having challenges with this. 

I'd be happy to help with a conversation to work through some options on how to address your concerns. Please reach out to your Customer Success Manager if you would like to have a meeting. 

Thanks,
Chuck

We've struggled with this.  If you have a planning group with only skill (which most of ours are) as soon as you add the skill to agent it adds them to the planning group and shows them as scheduled to handle that planning group in the FTE differentials.  For us this might mean that we go from a team of 100 people who would normally take that skill to 200 people because we have 100 who can take it as a "back up".  We experienced exactly the same issue with Conditional Group Routing.  Really disappointing as I feel that CGR could be transformational, especially with more metrics being added to the roadmap.  Ultimately we have had to stick with standard routing and making any required skill changes manually in-day.

We are also very much interesting in understanding what impacts this has to forecasting especially around staffing.

I understand that those impact are mitigated but not eliminated. 

I also understand there is a new feature coming out called Conditional Group Routing which is supposed to be more WFM friendly, but still what are the impacts to forecasting if any.

@Matt Lawson Would love to see an AMA with WFM experts going into this at detail, on why it is so hard for WFM to calculate forecasting and staffing when these routing methods are used. What scenarios these are best suited for, what the impacts really are, when definitely not to use these routing methods etc.

@Jay Langsford @Chuck Swain @Tracy Vickers  I wanted to wrap back around to this; I have a customer starting their WFM journey and set-up with Skill Expression groups and would love some guidance, best practices, and previous experiences if anyone has anything to share.  Is there any additional documentation, webinars, Q&As etc. that I can reference in the meantime? 

Shelby, 

Two basic rules to ensuring the bullseye routing w/ skill expression groups works with WFM. 

1. Don't do anything that will break a planning group. i.e. don't remove skills. Skill expression groups allows you to play with priorities of agents within the Skill Expression Groups without removing skills. 
2. Check all skill expression groups prior to the SL expiration. 

From the resource center article: https://help.mypurecloud.com/articles/bullseye-routing-overview/

Option 1: Expand agent pool by adding skill expression groups with the same skill conditions

This method increases the number of available agents by adding agents from groups defined in each subsequent ring. When an interaction arrives, Genesys Cloud checks for agents in ring 1 and when they are unavailable, it includes agents in ring 2 and so on. If the agents do not have the necessary skills to take the interaction, bullseye routing does not consider them for routing evaluation.  

@Jay Langsford @Chuck Swain @Tracy Vickers  I wanted to wrap back around to this; I have a customer starting their WFM journey and set-up with Skill Expression groups and would love some guidance, best practices, and previous experiences if anyone has anything to share.  Is there any additional documentation, webinars, Q&As etc. that I can reference in the meantime? 

@Chuck Swain can you clarify what you mean with SL Expiration?  and is that tied to the Service Goal Template Service Level or the Queue service level? 

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Shelby Cronk
ConvergeOne, Inc.
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Original Message:
Sent: 09-18-2023 09:55
From: Chuck Swain
Subject: Skill Expression Groups and Bullseye Routing

Shelby, 

Two basic rules to ensuring the bullseye routing w/ skill expression groups works with WFM. 

1. Don't do anything that will break a planning group. i.e. don't remove skills. Skill expression groups allows you to play with priorities of agents within the Skill Expression Groups without removing skills. 
2. Check all skill expression groups prior to the SL expiration. 

From the resource center article: https://help.mypurecloud.com/articles/bullseye-routing-overview/

Option 1: Expand agent pool by adding skill expression groups with the same skill conditions

This method increases the number of available agents by adding agents from groups defined in each subsequent ring. When an interaction arrives, Genesys Cloud checks for agents in ring 1 and when they are unavailable, it includes agents in ring 2 and so on. If the agents do not have the necessary skills to take the interaction, bullseye routing does not consider them for routing evaluation.  

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Chuck Swain
Genesys
WEM Leadership
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