Workforce Engagement Management

Good day everyone,

I have some questions about load coverage. And, please, I'd like to have more explanations on how the tool behaves when we want to compare it with a more complex real-life situation.

Questions:

• Q1/ How can I ensure that I have the right number of people required (and not planned) per scheduling group?
• Q2/ On the daily calendar view, in the "Planned" metric, how can I display this actual value (instead of the planned number) taking into account all the other planning groups for which agents are eligible?
• Q3/ How do you identify a queue that is in backlog within a planning group?
• Q4/ How can I spot over-coverage in a team?
• Q5/ How can I make adjustments if I have someone who is over-covered, and find out which team I can put them in so that they can move on to something else?

Regards,
Mamadou