Workforce Engagement Management

Hi there,

Previously, we were not capturing any of our email interactions. I pitched the idea to my manager regarding how we can gain more insight agents workloads by doing so and I created a Service Goal Template and Planning Group for it. A few weeks after enabling it though, I have noticed the numbers in the schedule (Required vs scheduled) have grown dramatically. Rather than relying on the numbers for all planning groups (as we previously had done), I now have to uncheck my callbacks to get a more accurate picture of how many we need vs what we have scheduled. 

Is my forecasting now including callbacks again and that's why my volume has changed so dramatically? 

Long story short before I included our email interactions, I didn't need to uncheck any planning groups below. 

Now that I'm including email interactions, I need to uncheck all callback planning groups and emails to exclude them. Otherwise, we have inflated numbers. 

It wasn't until after I played with the email planning group that we began receiving these rather large numbers for the Difference rows. 

Excluding Callback & Email Planning Groups:

If all planning groups are selected: It's impossible for us to meet these requirements, and I don't think these numbers are correct. 

Adding new load will increase staffing requirement. Only looking at a subset of planning groups will lower staffing requirement. As to why staffing requirement is higher or lower than expected we have a resource article that lists some of the drivers (even very small differences can have significant impact to staffing requirement): https://help.mypurecloud.com/faqs/why-are-staffing-requirements-higher-or-lower-than-expected/

If nothing is apparent, then I would recommend opening a support ticket.

What is your SL/SLO setting in WFM for emails?

Hi there,

Previously, we were not capturing any of our email interactions. I pitched the idea to my manager regarding how we can gain more insight agents workloads by doing so and I created a Service Goal Template and Planning Group for it. A few weeks after enabling it though, I have noticed the numbers in the schedule (Required vs scheduled) have grown dramatically. Rather than relying on the numbers for all planning groups (as we previously had done), I now have to uncheck my callbacks to get a more accurate picture of how many we need vs what we have scheduled. 

Is my forecasting now including callbacks again and that's why my volume has changed so dramatically? 

Long story short before I included our email interactions, I didn't need to uncheck any planning groups below. 

Now that I'm including email interactions, I need to uncheck all callback planning groups and emails to exclude them. Otherwise, we have inflated numbers. 

It wasn't until after I played with the email planning group that we began receiving these rather large numbers for the Difference rows. 

Excluding Callback & Email Planning Groups:

If all planning groups are selected: It's impossible for us to meet these requirements, and I don't think these numbers are correct.