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Mr. Slate Burke

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RE: Schedules

Posted By Slate Burke 08-26-2020 23:34
Found In Egroup: Workforce Engagement Management \ view thread
I am not sure that a new activity is actually your best option. I may be misinterpreting your the details of your question, but it sounds as if you are still scheduling the agents for the same work. The only change is the location in which they are performing the work. If that is the case, you could ...

RE: forecasting for chat,email and outbound

Posted By Slate Burke 08-26-2020 22:08
Found In Egroup: Workforce Engagement Management \ view thread
Typically the objective of a concurrent chat strategy is to maximize occupancy. The idea is that occupancy will improve because as the agent waits for the client to respond, the agent can also conduct an interaction with another client. With that said, have you experimented with leveraging Occupancy ...

RE: custom statistics wfm

Posted By Slate Burke 06-26-2018 23:34
Found In Egroup: PureEngage On-Premises \ view thread
I believe the Service Factor 1 stat type should meet your needs. Below is a description of the Service Factor 1 stat type and how it functions. In Service Level calculation we use ServiceFactor1 received from Stat Server: Value = nAnsw(TimeRange)/ nAnsw + nAband - nAband(TimeRange1) And it ...

RE: Agent Time off requests appear in group

Posted By Slate Burke 06-26-2018 23:03
Found In Egroup: PureEngage On-Premises \ view thread
If I correctly understand your question, disabling or setting the BatchRequest option located on the WFM Server to false should resolve your issue. BatchRequest Default Value: true Valid Values: true, false Changes Take Effect: Immediately Dependencies: None Specifies how WFM Server processes ...

RE: Does know what the metrics the WFM use to calculate the headcount?

Posted By Slate Burke 06-26-2018 02:55
Found In Egroup: PureEngage On-Premises \ view thread
As mentioned, scheduled headcount is basically agents in seats. However there is a bit more to Actual Headcount. The information below is from customer care article# 000026640 titled "How WFM determines Actual Headcount (Actual Agents)". Headcount [Actual] To determine if agents should ...

RE: Forecasting - Estimated Average Time to Abandon Parameter

Posted By Slate Burke 06-19-2018 21:46
Found In Egroup: PureEngage On-Premises \ view thread
Here is some additional information I have compiled pertaining to ATA particularly how to calculate it. Estimated Average Time to Abandon (ATA in sec) Is a parameter not a service objective Assists in helping to define the queuing system model used internally by WFM when building ...

WFM Performance Intraday Variance Required

Posted By Slate Burke 07-23-2015 19:45
Found In Egroup: PureEngage On-Premises \ view thread
In the WFM Performance Intraday screen what does a positive or negative value mean in the Req Variance Field? Is a positive number asking to add that many resources or to remove that many resources?