Genesys Cloud - Main

Hello all, I wonder if any of can set up on-queue schedules in WFM and assign the 'skill' level

Example attached.

If so, can you walk me through how to do it?

#Unsure/Other

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Karen M Hicks
Koch Business Solutions
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I don't see skills, per se, called out in the attachment...just different queues at different times of the day.

Can you give a business case for wanting to bypass the scheduling algorithm (which puts the best agents at the best times to handle predicted interaction volumes)? It seems you are wanting to do manual scheduling mixed with what is calculated?

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George Ganahl GCP (PureCloud), ICCE
Principal Technology Consultant
Genesys
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Hello,
Our Agents cross over between all of our queues.
We want to allow agents from each queue time for their projects, but ensure the phones are covered.

We want to be able to schedule team meetings as well.  We are looking to understand WFM better as well.  At this time, our forecasts, based off of "Weighted Historical Index" aren't actionable. 

------------------------------
Karen M Hicks
Koch Business Solutions
------------------------------

Original Message:
Sent: 01-03-2020 14:36
From: George Ganahl
Subject: WFM Scheduling

I don't see skills, per se, called out in the attachment...just different queues at different times of the day.

Can you give a business case for wanting to bypass the scheduling algorithm (which puts the best agents at the best times to handle predicted interaction volumes)? It seems you are wanting to do manual scheduling mixed with what is calculated?

------------------------------
George Ganahl GCP (PureCloud), ICCE
Principal Technology Consultant
Genesys
------------------------------

@Jay Langsford or @Jay Miller any thoughts? ​​​

------------------------------
George Ganahl GCP (PureCloud), ICCE
Principal Technology Consultant
Genesys
------------------------------

Original Message:
Sent: 01-03-2020 15:02
From: Karen M Hicks
Subject: WFM Scheduling

Hello,
Our Agents cross over between all of our queues.
We want to allow agents from each queue time for their projects, but ensure the phones are covered.

We want to be able to schedule team meetings as well.  We are looking to understand WFM better as well.  At this time, our forecasts, based off of "Weighted Historical Index" aren't actionable. 

------------------------------
Karen M Hicks
Koch Business Solutions
------------------------------


Original Message:
Sent: 01-03-2020 14:36
From: George Ganahl
Subject: WFM Scheduling

I don't see skills, per se, called out in the attachment...just different queues at different times of the day.

Can you give a business case for wanting to bypass the scheduling algorithm (which puts the best agents at the best times to handle predicted interaction volumes)? It seems you are wanting to do manual scheduling mixed with what is calculated?

------------------------------
George Ganahl GCP (PureCloud), ICCE
Principal Technology Consultant
Genesys

Hey George,

In smaller centres here in New Zealand we schedule agents onto other queues during non-peak voice times. A perfect example would be for agents to focus on an email queue without being interrupted by voice interactions.

In NICE WFM for example, you can create activity codes which are "open" or On Queue to a specific queue or skill (i.e. not all queues) which the agent is attached to. The scheduling engine takes this into account when predicting how many agents will be servicing each queue.

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Will Bellerby
Pyrios NZ Ltd
------------------------------

Original Message:
Sent: 01-03-2020 14:36
From: George Ganahl
Subject: WFM Scheduling

I don't see skills, per se, called out in the attachment...just different queues at different times of the day.

Can you give a business case for wanting to bypass the scheduling algorithm (which puts the best agents at the best times to handle predicted interaction volumes)? It seems you are wanting to do manual scheduling mixed with what is calculated?

------------------------------
George Ganahl GCP (PureCloud), ICCE
Principal Technology Consultant
Genesys
------------------------------

@Cameron Smith I don't know that you saw this thread when it was first posted ​

------------------------------
George Ganahl GCP (PureCloud), ICCE
Principal Technology Consultant
Genesys
------------------------------

Original Message:
Sent: 01-05-2020 18:58
From: Will Bellerby
Subject: WFM Scheduling

Hey George,

In smaller centres here in New Zealand we schedule agents onto other queues during non-peak voice times. A perfect example would be for agents to focus on an email queue without being interrupted by voice interactions.

In NICE WFM for example, you can create activity codes which are "open" or On Queue to a specific queue or skill (i.e. not all queues) which the agent is attached to. The scheduling engine takes this into account when predicting how many agents will be servicing each queue.

------------------------------
Will Bellerby
Pyrios NZ Ltd
------------------------------


Original Message:
Sent: 01-03-2020 14:36
From: George Ganahl
Subject: WFM Scheduling

I don't see skills, per se, called out in the attachment...just different queues at different times of the day.

Can you give a business case for wanting to bypass the scheduling algorithm (which puts the best agents at the best times to handle predicted interaction volumes)? It seems you are wanting to do manual scheduling mixed with what is calculated?

------------------------------
George Ganahl GCP (PureCloud), ICCE
Principal Technology Consultant
Genesys

------Original Message------

@Cameron Smith I don't know that you saw this thread when it was first posted ​

------------------------------
George Ganahl GCP (PureCloud), ICCE
Principal Technology Consultant
Genesys
------------------------------