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Sorin Lionte

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Monthly Planning Period for Scheduling

Posted By Sorin Lionte 11-16-2022 15:30
Found In Egroup: Workforce Engagement Management \ view thread
Hi, I would like to build schedules for the Month of Dec-22. I've set up the Schedule Planning Period Type to Monthly and the contracts to match my local requirments for days off and working days and hours. When creating the schedule scenario, I'm selecting the start and stop between 1- Dec-22 ...

Emails & Chat wait time excluding after hours

Posted By Sorin Lionte 08-17-2021 15:23
Found In Egroup: PureEngage On-Premises \ view thread
Hi dear community, I would like to know what we should we do to report the waiting time & Service Level for email & chat interactions, by excluding the non-working hours. Currently, in info mart and interactive insights queue reports I get the total time, including working & non working hours. ...

RE: Emails reporting

Posted By Sorin Lionte 12-02-2020 01:29
Found In Egroup: PureEngage On-Premises \ view thread
​I agree with you that Infomart is showing what is happening and it is very useful as it help me to discover this behavior. I think I should reformulate the question, as I suspect that the email is moved to "in progress queue" automatically most probably by the routing script without agent knowledge ...

RE: Emails reporting

Posted By Sorin Lionte 11-27-2020 09:45
Found In Egroup: PureEngage On-Premises \ view thread
​Thanks for your reply. I don't have a problem that it is put into "in progress queue", my problem is that affects the reports of average handle time. In this case the Average handle time it is divided by 3 accepted instead of 2 accepted. The agent accepted only 2 (the 2 points listed above). The Average ...

Emails reporting

Posted By Sorin Lionte 11-26-2020 07:16
Found In Egroup: PureEngage On-Premises \ view thread
​Hello dear community, We observed some possible issues with the reporting from info mart for the following scenario: Agent receive an email. He accept the email. After reading the email, the agent press the "Reply" Button. Agent write the text to the customer and press send when done. ...

Emails reporting

Posted By Sorin Lionte 11-26-2020 07:15
Found In Library: PureEngage On-Premises
#DigitalChannels #Reporting/Analytics

Scheduled based routing

Posted By Sorin Lionte 09-08-2020 12:12
Found In Egroup: PureEngage On-Premises \ view thread
Hi dear community, ​Anyone doing scheduled based routing? If so, are you using WFM to drive channel switching and/or routing of individual pieces of activities/work items? Is it possible to use the schedule based routing between different media types like inbound calls, emails or / and predictive ...

Aggregated reporting for multiple channels

Posted By Sorin Lionte 07-08-2020 06:48
Found In Egroup: PureEngage On-Premises \ view thread
Hello, We are using Infomart and Interactive Insights for reporting various statistics at agent level. Infomart provides us statistics at media type level but most of our agents are logged in on more than one media type simultaneous. We need to calculate the amount time an agent has been on ...

RE: Reporting and aggregation at Team Level

Posted By Sorin Lionte 04-23-2020 02:23
Found In Egroup: PureEngage On-Premises \ view thread
​Thanks Jason for your quick reply and guidance. I have just a few more things to clarify if that's ok with you. We usually create a real time view in CC Pulse based on an agent group that represents an entire line of business. A line of business has multiple teams (usually between 5 and 10 teams). ...

Reporting and aggregation at Team Level

Posted By Sorin Lionte 04-21-2020 08:31
Found In Egroup: PureEngage On-Premises \ view thread
​Hi dear community, Do you report at team level? If yes, how did you achieved that? I would like to generate reports at team level, if possible. (e.g: how many calls were answered by agents that report to Team Leader X. )? I would like to do that in both: real time views (CC Pulse) & historical ...

RE: Required staffing for deferred activities

Posted By Sorin Lionte 02-04-2020 14:54
Found In Egroup: Workforce Engagement Management \ view thread
​Hi Tracey, Thanks for your reply. I didn't find an answer to this topic yet. Below you can find my answers: We use business days Yes we put the backlog value in the initial queue field Yes Hope you can help us. Thanks, Sorin ------------------------------ Sorin Lionte ...

Required staffing for deferred activities

Posted By Sorin Lionte 12-13-2019 04:44
Found In Egroup: Workforce Engagement Management \ view thread
​ I have a potential problem with the WFM app for deferred activities as it generate the required staffing for backlog on the first interval of the planning period. See the picture below. In real environment, we won't be able to match the scheduled with the required. So I was thinking if it ...

RE: Setting up the threshold for Accepted in threshold metric

Posted By Sorin Lionte 03-14-2019 10:05
Found In Egroup: PureEngage On-Premises \ view thread
Thanks for your reply. Do I need to use the brackets [ ] , when configuring this option on the annex? I have tried without brackets [] and doesn't seem to work. I mean, what exact name I should use: 1. with brackets like = [agg-gim-thld-QUEUE-IXN] 2. without brackets like = agg-gim-thld-QUEUE-IXN ...

Setting up the threshold for Accepted in threshold metric

Posted By Sorin Lionte 02-07-2019 08:16
Found In Egroup: PureEngage On-Premises \ view thread
Hello community, I would like to set up the threshold for the "Accepted in Threshold" metric that I can see in Infomart reports at Queue level. I would like to set up a different threshold for each queue as this can be different. Eg for Queue 1 to have a SL threshold of 20 sec but for another Queue ...

RE: Scheduling agents for blending inbound calls & emails

Posted By Sorin Lionte 11-05-2018 02:17
Found In Egroup: Workforce Engagement Management \ view thread
Good morning community, Hope that someone can help me with some suggestions for my questions on this post. Wish you a nice week, Sorin ------------------------------ Sorin Lionte Orange Romania SA ------------------------------

RE: Moving from single skill to multi skill Forecasting & Scheduling

Posted By Sorin Lionte 10-31-2018 10:20
Found In Egroup: Workforce Engagement Management \ view thread
​Thanks Cameron for your support. I'll try as suggested. One more questions regarding agent properties: How should I best group the agents on sites? Currently, in the single skills configuration they are grouped by site, based on the activity they perform; e.g.: site A for activity A, in site B ...

RE: Moving from single skill to multi skill Forecasting & Scheduling

Posted By Sorin Lionte 10-30-2018 09:48
Found In Egroup: Workforce Engagement Management \ view thread
​Sorry for missing critical information regarding the platform :) We are on Genesys PureEngage. The WFM Version 8.5.210.02 Thanks, Sorin ------------------------------ Sorin Lionte Orange Romania SA ------------------------------

Scheduling agents for blending inbound calls & emails

Posted By Sorin Lionte 10-30-2018 09:41
Found In Egroup: Workforce Engagement Management \ view thread
​ Hello WFM community, Recently we have moved the emails processing into Genesys for a small team of agents that before that where handling only voice calls. Can you give my some recommendation how to best do the forecast & scheduling for those agents as they now they handle both calls ...

Moving from single skill to multi skill Forecasting & Scheduling

Posted By Sorin Lionte 10-30-2018 07:35
Found In Egroup: Workforce Engagement Management \ view thread
​ Hello WFM community, Hope that somebody can help me with more details how I can do the Forecast & Scheduling in WFM when moving from agents with single skills to agents with multi skills. Currently the agents are single skills and we would like activate multi skill so they can handle ...