Workforce Engagement Management

Hi all, 

We are looking at utiliising the CGA function within Genesys Cloud, but I have a few questions that I can't answer from the help guides or avaiable information. 

Case Example 

The Business Unit  has a Management Unit "A" that takes Customer Service interactions, and Management Unit "B" that takes Customer Renewals interactions. Within Managment Unit A the agents have 1 queue and that queue has 9 agents added and they use bullesye routing. 3 agents are ring level 1, 3 agents are ring level 2 and 3 agents are ring level 3. The Ring activation is triggered every 5 seconds so ring level 1 0-5 seconds, ring level 2 6-10 seconds and ring level 3 11-15 seconds. 

Management Unit B has the same set up with 9 agents and on the queue they have they have 9 agents and they also use bullesye routing. 3 agents are ring level 1, 3 agents are ring level 2 and 3 agents are ring level 3 with the same ring activation settings. 

If we created two groups one called "Renewals Back Up" and one called "Service Back Up", can you set it up so that the system would look as nomral for ring level 1, then ring level 2, then ring level 3 (we are now at 15 seconds ASA) and then set the CGA trigger to EWT > 16 seconds it would then expand to the group at that point? 

Questions

1. Does the above example confirm my understanding?
2. If an interaction is delivered to the an agent via CGA (so they are not a direct member of the queue the interaction arrived on), does the system still record that interaction as delivered agains the first queue or does it get reported somewhere else?
3. What is the impact to forecasting and capacity planning (linked to question 2), I assume if the answer to question 2 is it stays in the queue it was delivered to then I assume no impact. 
4. Do agents in group need to have the direct queue assigned, or do they inherit that queue when CGA is activated or do they inherit that queue at the ring level the group is set at and as such should keep this queue active?
5. We do not utilise Last Agent Routing in the queue settings, however we do our own form of last agent routing in the flow and so it is perfroming this check before being devliered to the queue. Will this impact CGA?

#WFMConfiguration,BestPractices

------------------------------
Mike Morris
Manager - BCD
------------------------------

Hi Mike, 
I can't answer from the routing perspective, but from a WFM perspective, this approach seems sound.

As long as each MU has 2 queues, and the agents are assigned to them, coming in:

1. Queue 1, their primary group
2. Queue 2, their backup/secondary group  

Then the forecasting will pick up the 4 queues, their volumes and handle times, and generate forecasts as you would expect. 

The Schedule engine will pick up the forecasts and generate optimal shifts.

The caveat here is that this works best where there are clear and consistent overflowing periods. 

Hi all, 

We are looking at utiliising the CGA function within Genesys Cloud, but I have a few questions that I can't answer from the help guides or avaiable information. 

Case Example 

The Business Unit  has a Management Unit "A" that takes Customer Service interactions, and Management Unit "B" that takes Customer Renewals interactions. Within Managment Unit A the agents have 1 queue and that queue has 9 agents added and they use bullesye routing. 3 agents are ring level 1, 3 agents are ring level 2 and 3 agents are ring level 3. The Ring activation is triggered every 5 seconds so ring level 1 0-5 seconds, ring level 2 6-10 seconds and ring level 3 11-15 seconds. 

Management Unit B has the same set up with 9 agents and on the queue they have they have 9 agents and they also use bullesye routing. 3 agents are ring level 1, 3 agents are ring level 2 and 3 agents are ring level 3 with the same ring activation settings. 

If we created two groups one called "Renewals Back Up" and one called "Service Back Up", can you set it up so that the system would look as nomral for ring level 1, then ring level 2, then ring level 3 (we are now at 15 seconds ASA) and then set the CGA trigger to EWT > 16 seconds it would then expand to the group at that point? 

Questions

1. Does the above example confirm my understanding?
2. If an interaction is delivered to the an agent via CGA (so they are not a direct member of the queue the interaction arrived on), does the system still record that interaction as delivered agains the first queue or does it get reported somewhere else?
3. What is the impact to forecasting and capacity planning (linked to question 2), I assume if the answer to question 2 is it stays in the queue it was delivered to then I assume no impact. 
4. Do agents in group need to have the direct queue assigned, or do they inherit that queue when CGA is activated or do they inherit that queue at the ring level the group is set at and as such should keep this queue active?
5. We do not utilise Last Agent Routing in the queue settings, however we do our own form of last agent routing in the flow and so it is perfroming this check before being devliered to the queue. Will this impact CGA?

#WFMConfiguration,BestPractices

------------------------------
Mike Morris
Manager - BCD
------------------------------

Thanks Paul, so if a group is created does that "group" then inherit the queue and have to keep it active? how does that impact your planning group and shcedules as ideally you want to still focus on the group of agents that are members of that specific queue and not factor in the "group". Ideally it would just mean we have not got to update queues etc to support but can utilise CGA to do this for us. But I dont want to impact how scheudles are generated and optimised using staff that ideally would not be utilised. 

Hi Mike, 
I can't answer from the routing perspective, but from a WFM perspective, this approach seems sound.

As long as each MU has 2 queues, and the agents are assigned to them, coming in:

1. Queue 1, their primary group
2. Queue 2, their backup/secondary group  

Then the forecasting will pick up the 4 queues, their volumes and handle times, and generate forecasts as you would expect. 

The Schedule engine will pick up the forecasts and generate optimal shifts.

The caveat here is that this works best where there are clear and consistent overflowing periods. 

Hi all, 

We are looking at utiliising the CGA function within Genesys Cloud, but I have a few questions that I can't answer from the help guides or avaiable information. 

Case Example 

The Business Unit  has a Management Unit "A" that takes Customer Service interactions, and Management Unit "B" that takes Customer Renewals interactions. Within Managment Unit A the agents have 1 queue and that queue has 9 agents added and they use bullesye routing. 3 agents are ring level 1, 3 agents are ring level 2 and 3 agents are ring level 3. The Ring activation is triggered every 5 seconds so ring level 1 0-5 seconds, ring level 2 6-10 seconds and ring level 3 11-15 seconds. 

Management Unit B has the same set up with 9 agents and on the queue they have they have 9 agents and they also use bullesye routing. 3 agents are ring level 1, 3 agents are ring level 2 and 3 agents are ring level 3 with the same ring activation settings. 

If we created two groups one called "Renewals Back Up" and one called "Service Back Up", can you set it up so that the system would look as nomral for ring level 1, then ring level 2, then ring level 3 (we are now at 15 seconds ASA) and then set the CGA trigger to EWT > 16 seconds it would then expand to the group at that point? 

Questions

1. Does the above example confirm my understanding?
2. If an interaction is delivered to the an agent via CGA (so they are not a direct member of the queue the interaction arrived on), does the system still record that interaction as delivered agains the first queue or does it get reported somewhere else?
3. What is the impact to forecasting and capacity planning (linked to question 2), I assume if the answer to question 2 is it stays in the queue it was delivered to then I assume no impact. 
4. Do agents in group need to have the direct queue assigned, or do they inherit that queue when CGA is activated or do they inherit that queue at the ring level the group is set at and as such should keep this queue active?
5. We do not utilise Last Agent Routing in the queue settings, however we do our own form of last agent routing in the flow and so it is perfroming this check before being devliered to the queue. Will this impact CGA?

#WFMConfiguration,BestPractices

------------------------------
Mike Morris
Manager - BCD
------------------------------

Unfortunately, I can't answer questions about the routing of the interactions and the CGA groups 

For Planning Groups, the user association is dynamically updated, based on the Queue, Skill and Language configuration. 

This may be over-simplified, but it should paint the picture:

• Planning Group "Service" is configured with the Service and Renewal Overflow queues
• Planning Group "Renewals" is configured with the Renewals and Service Overflow queues

When scheduling, the agents will be seen as Multi-skilled/blended, and the schedule engine will optimise for the combined workload for each area.

Thanks Paul, so if a group is created does that "group" then inherit the queue and have to keep it active? how does that impact your planning group and shcedules as ideally you want to still focus on the group of agents that are members of that specific queue and not factor in the "group". Ideally it would just mean we have not got to update queues etc to support but can utilise CGA to do this for us. But I dont want to impact how scheudles are generated and optimised using staff that ideally would not be utilised. 

Hi Mike, 
I can't answer from the routing perspective, but from a WFM perspective, this approach seems sound.

As long as each MU has 2 queues, and the agents are assigned to them, coming in:

1. Queue 1, their primary group
2. Queue 2, their backup/secondary group  

Then the forecasting will pick up the 4 queues, their volumes and handle times, and generate forecasts as you would expect. 

The Schedule engine will pick up the forecasts and generate optimal shifts.

The caveat here is that this works best where there are clear and consistent overflowing periods. 

Hi all, 

We are looking at utiliising the CGA function within Genesys Cloud, but I have a few questions that I can't answer from the help guides or avaiable information. 

Case Example 

The Business Unit  has a Management Unit "A" that takes Customer Service interactions, and Management Unit "B" that takes Customer Renewals interactions. Within Managment Unit A the agents have 1 queue and that queue has 9 agents added and they use bullesye routing. 3 agents are ring level 1, 3 agents are ring level 2 and 3 agents are ring level 3. The Ring activation is triggered every 5 seconds so ring level 1 0-5 seconds, ring level 2 6-10 seconds and ring level 3 11-15 seconds. 

Management Unit B has the same set up with 9 agents and on the queue they have they have 9 agents and they also use bullesye routing. 3 agents are ring level 1, 3 agents are ring level 2 and 3 agents are ring level 3 with the same ring activation settings. 

If we created two groups one called "Renewals Back Up" and one called "Service Back Up", can you set it up so that the system would look as nomral for ring level 1, then ring level 2, then ring level 3 (we are now at 15 seconds ASA) and then set the CGA trigger to EWT > 16 seconds it would then expand to the group at that point? 

Questions

1. Does the above example confirm my understanding?
2. If an interaction is delivered to the an agent via CGA (so they are not a direct member of the queue the interaction arrived on), does the system still record that interaction as delivered agains the first queue or does it get reported somewhere else?
3. What is the impact to forecasting and capacity planning (linked to question 2), I assume if the answer to question 2 is it stays in the queue it was delivered to then I assume no impact. 
4. Do agents in group need to have the direct queue assigned, or do they inherit that queue when CGA is activated or do they inherit that queue at the ring level the group is set at and as such should keep this queue active?
5. We do not utilise Last Agent Routing in the queue settings, however we do our own form of last agent routing in the flow and so it is perfroming this check before being devliered to the queue. Will this impact CGA?

#WFMConfiguration,BestPractices

------------------------------
Mike Morris
Manager - BCD
------------------------------