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Thomas Tritten

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RE: Industry Topic - Thoughts on KPIs and Metrics

Posted By Thomas Tritten 05-28-2020 12:49
Found In Egroup: Workforce Engagement Management \ view thread
Great question!! In my experience, understanding if your WFM solution is working "well" all depends on the specific issues you are looking to improve upon within your business. Are you dealing with poor customer experience? (Survey Scores) Are you looking to streamline your operations budget? ...

RE: Overtime

Posted By Thomas Tritten 05-28-2020 12:18
Found In Egroup: Workforce Engagement Management \ view thread
Daisha, I don't have an easy answer for this without looking at which agents are getting left in the requested state and which OT bids they were attempting to get. I suggest you contact your Genesys Account Team so that we could set up a webinar and take a closer look at what you are experiencing. ...

RE: AMA Ice Breaker - What Drive-In Movie Would You Most Want to See?

Posted By Thomas Tritten 05-28-2020 12:13
Found In Egroup: Workforce Engagement Management \ view thread
I think Young Frankenstein would be a hoot to watch at a Drive-in Theater. ------------------------------ ThomasTritten WFO Solution Architecture Genesys - Employees thomas.tritten_ii@genesys.com ------------------------------

RE: Calculate the Indirectly Occupied Time

Posted By Thomas Tritten 03-11-2020 14:12
Found In Egroup: Workforce Engagement Management \ view thread
Jeremy, In Genesys WFM's Forecasting, there are three "kinds" of shrinkage (overheads) that can be applied: 1) Planned Shrinkage/Overhead - things other than Activity coverage that automatically appear in the schedule WHEN you build a schedule scenario (breaks, meals, calendar items, etc.) 2) ...

RE: historical data from the WFM adherence report in the database

Posted By Thomas Tritten 06-01-2018 12:25
Found In Egroup: PureEngage On-Premises \ view thread
Diego, Are you trying to analyze the response time of a report that comes with WFM or a custom report that has been built outside of the system. I ask because the out-of-the-box reports that are included with WFM run against the standard operational database and not the ETL reporting database ...