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  • 1.  Staffing Group

    Posted 09-01-2025 11:10
    No replies, thread closed.

    Hi community

    I would like to know if the scenario we have in mind is appropriate to use of staffing group .

    Currently, we have two well-defined activities: agents with more experience who can handle any type of call, and another group with less experience who handle simpler calls. Each agent is assigned to a queue based on their skills.

    Would it be a good idea to create an "expert" staff group and a "new hires" staff group?

    Thanks in advance


    #CapacityPlanning

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    ANA BELEN ALONSO VIDALES
    CTI
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  • 2.  RE: Staffing Group

    Posted 09-03-2025 07:49
    No replies, thread closed.

    Hi Ana Belene, I have seen some of our customers do exactly that, however it is worth considering if this should be a single Staffing Group in the future if they ultimately will handle the same interactions on the same queues once they are no longer considered 'new hires', the key here is to view the resources strategically.



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    Paul Turner
    Sr. Global WEM Business Specialist
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  • 3.  RE: Staffing Group

    Posted 09-03-2025 11:52
    No replies, thread closed.

    Thanks Paul

    What I intend, for example, is to analyze the performance of new hires and their learning (AHT....) for 3 months, for example. If there are agents who are not evaluated correctly, they may not continue to be employed, and we may have to resort to new agents. Therefore, we will always have a group, more or less large, of agents with less experience.

    Thanks in advance



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    ANA BELEN ALONSO VIDALES
    CTI
    ------------------------------

    Original Message


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