Workforce Engagement Management

Hi all,

I was planning to test how utilisation settings on agents within our contact centre affect their AHT and productivity in general to answer questions like, if an agent can handle 3 emails instead of 2 how will the email AHT change etc. As the staffing requirements can significantly change with such Util, is there anyway to integrate such utilization settings within the Forecast? I assume whatever is the current Util settings for the last few weeks gets picked up at the time the forecast is generated so testing or simulating different settings can affect the current teams.

Any guidance will be helpful. 

Thanks,

Ashirbad Meher

IG Group Holdings plc

#Configuration
#Forecasting

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Ashirbad Meher
IG Index Limited
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Forecasting deals with time series data so any 'change' needs to be reflected in the data to be picked up - the more data the stronger the change signal would be. We don't have the facility to speculate what a change in utilization might mean for AHT. In general AHT will go up the more concurrent interactions an agent can handle - also the customer satisfaction, specifically for immediate type interactions, will likely drop (easy to realize when an agent is juggling multiple interactions when you are the customer).

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Jay Langsford
VP, R&D
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