We eventually came up with a workaround, which is to set up some dummy skills and add them to the Planning Group. You give them to the people who are actually meant to be in the Planning Group but don't add them to conditional routing, therefore even if someone is given a skill to use for conditional routing only, they are never counted as part of the Planning Group because they don't have the dummy skills and so don't effect the FTE differentials.
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Felicity Martin-Murray
J Sainsbury Plc
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Original Message:
Sent: 04-26-2024 12:21
From: Wendy Dodson
Subject: Conditional Group Routing impacting FTE differentials
Is there an update on this question? Thank you.
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Wendy Dodson
Sedgwick Claims Management Services, Inc.
Original Message:
Sent: 08-25-2023 07:15
From: Felicity Martin-Murray
Subject: Conditional Group Routing impacting FTE differentials
We are moving to Genesys PureCloud and have been recommended to use Conditional Group Routing, which sounds fantastic for in-day contact routing. However, as we are setting up our skill expression groups we have found that by adding skills to agents, even just for contingency, they are being added to Planning Groups and therefore showing as scheduled resource in our FTE differentials - not just a few who might get used to balance service but every agent.
My question is, has anyone found a way to work around this, either in the system or outside? We really want to use CGR but we also need to have realistic views of our FTE differentials.
We did also try bullseye routing but found the same thing. We thought CGR would be better as it is supposed to be more compatible with WFM but it just seem like it is.
#Genesys Cloud CX
#WorkforceManagement
#Forecasting
#Scheduling
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Felicity Martin-Murray
J Sainsbury Plc
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