Workforce Engagement Management

Hi,

Are there any WEM considerations that customers need to be thinking about before beginning working with the new work item routing functionality once it's released?

I'm interested to know how this new functionality fits in with WFM overall, and how customers should approach adopting work item routing in to their existing set ups.

From the information I can see so far, the workbins and ability to work on any tasks will only be available to Contact Centre agents and not Back Office users. Is that right?

Will Forecasts & Schedules be taking in to account the time now spent working on tasks as well as all previous channels?

What kind of updates do customers need to be considering, if any, in their existing planning groups or SL goals?

Thanks,
Marian

#Genesys Cloud CX
#Workforce Engagement Management
#Workforce Management
#Forecasting
#ScheduleManagement

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Marian O'Connell
Wren Data Ltd
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Hi Marian,

We are currently working on building WFM support for work items and targeting 1H 2024.  Here is a quick summary but we'd be happy to hear any feedback you have.

1) we will enhance our service goal template to allow a longer (days) SLA vs the current (hours)

2) we will expand the Planning Group configuration to allow for the configuration of work items as a new channel

3) forecasting will include Planning Groups for work items in forecast generation

4) scheduling will factor in Planning Groups for work items in schedule generation with multi-channel support.  Initially we will assume that an agent who can do work items and other channels (ie inbound, chat, email etc.) will be able to switch between channels when on queue.  Longer term, not 1H24, we are considering allowing the scheduler to block out certain times in the work plan for the agent to work on work items (ie afternoon) and inbound (ie morning).  Would this be important to you?  Would this be important for other channels like email?

5) intraday monitoring will add a filter for work item media type

I hope this helps.  I will be on PTO next week but if you have any additional considerations we should think about we'd love to hear your feedback.  Have a nice weekend.

Chris Johnson

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Christopher Johnson
Genesys - Employees
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