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Mr. Kenn Lambing

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RE: Intraday SL Management

Posted By Kenn Lambing 04-11-2022 10:28
Found In Egroup: PureEngage On-Premises \ view thread
I think we are using Pulse. I am looking at forecast volume and AHT etc versus my actuals to manage my KPIs intraday ------------------------------ Kenn Lambing OHIOHEALTH ------------------------------

Intraday SL Management

Posted By Kenn Lambing 04-07-2022 14:11
Found In Egroup: PureEngage On-Premises \ view thread
I'm new to this product with ZERO training. We have several VAGs set up, Sales and Customer Service. As staffing changes etc, we re-skill our agents from Sales to Customer Service and vice versa....sometimes we skill them for both simultaneously. In the Intraday view, I want to see Sales AHT (actual ...

RE: Queue Group of Queues AHT

Posted By Kenn Lambing 03-31-2022 11:49
Found In Egroup: PureEngage On-Premises \ view thread
Stefano, Thanks for all the help. Follow-up question, you mention filtering the interaction. That is something that can be done in Pulse as I'm looking at my intraday results? ------------------------------ Kenn Lambing OHIOHEALTH ------------------------------

RE: Queue Group of Queues AHT

Posted By Kenn Lambing 03-24-2022 11:53
Found In Egroup: PureEngage On-Premises \ view thread
Stefano, I already have the two VAG, from what I can tell. But I think I'm conceptually missing something and the documentation is sparse. So, I have two VAG: CustomerService, Sales. Johnny is normally in CustomerService, but today we have staffing issues in Sales, so I reskill Johnny to Sales ...

Queue Group of Queues AHT

Posted By Kenn Lambing 03-23-2022 17:17
Found In Egroup: PureEngage On-Premises \ view thread
I'm new to this application, we have an Intraday stats page set up, and our Handle Time is set to "Object Type" > "Group Of Agents", I think that means the system is rolling the agent level AHT together. But we do A LOT of reskilling of agents right now, and what I would like to see instead is the AHT ...