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Why Preferred agent routing is not compatible with WFM forecasting and scheduling

  • 1.  Why Preferred agent routing is not compatible with WFM forecasting and scheduling

    Posted 06-12-2024 02:33

    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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  • 2.  RE: Why Preferred agent routing is not compatible with WFM forecasting and scheduling

    Top 25 Contributor
    Posted 06-12-2024 21:26

    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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