AppSpecialist
Programmer
We are just in the process of configuring eWFM in our Call Centre and have an issue they I need to resolve.
I have a forecast and staff group created and have mapped a number of ACD applications in the data contact groups and associated them with the forecast group. This in turn gets used to provide the call volume and AHT forecast and in turn help produce the staff forecast.
Our service level in 80% in 40 seconds. Once staffing requirements are generated and the schedules are assigned, we are always over staffed. Intra-Day performance shows a service level of approximately 80% but the director screens in the call centre will show a value much higher than that.
I know what is causing this. In our service level calculation, there is an automated Acct Balance feature that is included as an application counting toward service level, on the ACD side. However, I have not included this in eWFM forcast and staff group becuase we obviously do not want to forcast oo staff a body for this. However, with it excluded totally, we are going to end up overstaffing as this application is always 100% service level.
I am thinking there may be a way to artificially create one employee... call it Automated Response and assign one skill to it... Automated. No other employees would have this skill just the Automated employee. But then I get lost.
Maybe there is another way or better way to handle this situation. Help is needed and appreciated.
I have a forecast and staff group created and have mapped a number of ACD applications in the data contact groups and associated them with the forecast group. This in turn gets used to provide the call volume and AHT forecast and in turn help produce the staff forecast.
Our service level in 80% in 40 seconds. Once staffing requirements are generated and the schedules are assigned, we are always over staffed. Intra-Day performance shows a service level of approximately 80% but the director screens in the call centre will show a value much higher than that.
I know what is causing this. In our service level calculation, there is an automated Acct Balance feature that is included as an application counting toward service level, on the ACD side. However, I have not included this in eWFM forcast and staff group becuase we obviously do not want to forcast oo staff a body for this. However, with it excluded totally, we are going to end up overstaffing as this application is always 100% service level.
I am thinking there may be a way to artificially create one employee... call it Automated Response and assign one skill to it... Automated. No other employees would have this skill just the Automated employee. But then I get lost.
Maybe there is another way or better way to handle this situation. Help is needed and appreciated.
