Genesys Cloud - Main

Hi,

I'm still quite new to Genesys and was wondering, does updating skills proficiency impact the SL/ASA predictions in the Schedule module?   

i.e. is the proficiency then used to calculate agent level AHT by queue? 

As such, is the skills proficiency a multiplier of AHT? therefore used to predict the SLA? 

Thank you. 

#Omni-ChannelDesktop/UserInterface

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Laura Horton
NA
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Hi Laura,

I would recommend asking this question in the WEM Community, the experts over there should be able to answer your question

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Sam Jillard
Online Community Manager/Moderator
Genesys - Employees
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Original Message:
Sent: 12-03-2024 01:52
From: Laura Horton
Subject: Skills Proficiency and Predicted service level/ASA

Hi,

I'm still quite new to Genesys and was wondering, does updating skills proficiency impact the SL/ASA predictions in the Schedule module?   

i.e. is the proficiency then used to calculate agent level AHT by queue? 

As such, is the skills proficiency a multiplier of AHT? therefore used to predict the SLA? 

Thank you. 

#Omni-ChannelDesktop/UserInterface

------------------------------
Laura Horton
NA
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