Still confused and concerned here Jay.
The problem:
- Call arrives inbound to Queue A where it has Skill A attached
- Call is answered by Agent A
- Agent A transfers call to Queue B
- Blind transfer
- Skill A is stripped
- Consult transfer
- What should happen here with Skill A?
In the above scenario, the planning group for Queue B includes two routes - one Queue B, no skill, and the other Queue B with Skill B. So is there no way to forecast and intra-day monitor a queue that receives most of it's calls through transfers? If what you're saying is true in that WFM for forecasting and monitoring will ALWAYS get the original skill returned from Analytics then this seems a bit of a gap and problem that surely other people have come across?
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Vaun McCarthy
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Original Message:
Sent: 11-30-2022 19:22
From: Jay Langsford
Subject: Original skill not being stripped so interactions aren't counting towards planning group
Transferred interactions to another queue should work fine. Skill stripping (regardless of the how) is what is not supported since Analytics will always report original skill(s) for aggregated historical data for a given queue.
There also may be other things at play so I would recommend opening a support ticket so things could be investigated.
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Jay Langsford
VP, R&D
Original Message:
Sent: 11-30-2022 13:17
From: Vaun McCarthy
Subject: Original skill not being stripped so interactions aren't counting towards planning group
Thanks Jay
My underlying issue here isn't to do with bullseye routing at all though - just transfers from one queue to another. Those calls aren't counting in intraday monitoring against the planning group for that second queue. This seems a pretty big gap. Are you saying that WFM also doesn't support transferred calls? What is odd is that from what I'm being told, the forecast is accurate - it's just the intraday monitoring that isn't.
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Vaun McCarthy
Original Message:
Sent: 11-30-2022 08:50
From: Jay Langsford
Subject: Original skill not being stripped so interactions aren't counting towards planning group
Skill 'stripping' is not reflected in analytics aggregated historical data which WFM utilizes. Analytics always reports the original skill requirement regardless of skill removals. This is why bullseye routing queues are not supported for WFM.
The following thread has more detail with one additional link by Cameron Smith.
Genesys Cloud CX
| Genesys |
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| Genesys Cloud CX |
| Hi All -We have a Customer who wants to overflow calls to a Secondary team of Agents after a time delay ...- we've considered Bullseye Routing, however the Cust |
| View this on Genesys > |
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Jay Langsford
VP, R&D
Original Message:
Sent: 11-30-2022 00:07
From: Vaun McCarthy
Subject: Original skill not being stripped so interactions aren't counting towards planning group
We have the strip skills on blind transfer option enabled in a particular org. However in looking into why the actuals for a particular planning group are much lower than forecast and I've noticed that this stripping of skills isn't happening. eg call comes into Queue A with Skill A attached. Agent blind transfers the call to Queue A. However Skill A is still attached to the call. As that doesn't match the route path in the planning group those interactions aren't counting towards it.
Is this happening with anybody else? Also can someone confirm for me what is supposed to happen during a consult transfer and how we can get the original skill stripped there too?
#Workforce Engagement Management
#Forecasting
#Scheduling
#Performance Management
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Vaun McCarthy
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