Hopefully someone can answer this more eloquently than me.
But from what I've pieced together, the forecast assumes all resources (agents) in the planning group are valid/selectable for routing when figuring out the resources required per interval.
Preferred agent breaks this modal, since by it's nature not all resources are available for routing interactions, so it is going to inaccurately predict the resource requirements per interval and by extension the expected aht, asa etc.
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Anton Vroon
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Original Message:
Sent: 06-12-2024 02:33
From: Deepti Srivastava
Subject: Why Preferred agent routing is not compatible with WFM forecasting and scheduling
Hi ,
As mentioned below, which routing method supported with WFM Forecasting and scheduling. Why Preferred agent routing is not compatible with WFM forecasting and scheduling? What could be the technical reason behind it?
| Routing Method | WFM Forecasting and Scheduling supported? |
|---|
| Standard ACD | Yes |
| Predictive routing | Yes |
| Preferred agent | No |
| Bullseye | Yes, only if Expand agent pool by adding skill expression groups is used |
| Conditional group routing | No |
Regards,
Deepti
#Digital Channels
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Deepti Srivastava
Accenture Solutions Private Limited
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