Wfm froecasting

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  • Publicado : 14 de noviembre de 2011
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Creating forecast groups
You should create at least one forecast group for each work type. For a stand-alone contact center, this group represents the location where the work is handled.
For anAllocate configuration in which contacts are allocated among multiple locations, you need to create a forecast group for each of those locations: the "parent" location at which contacts enter the system(typically the long distance carrier's network) and the "child" locations at which those contacts are handled.
Whether you have networked locations or a stand-alone location, the forecast group where the work first enters the system is the one for which you maintain historical patterns and forecastingscenarios. The forecast group where the work is handled is the one you include in a routing set. (For a standalone location, these forecast groups might be one and the same.)
Staffing requirementscalculation for a multiskill routing set
For staff groups that are part of a multiskill routing set, staffing requirements cannot be calculated the same way as with conventional routing (in which eachforecast group is associated with only one staff group). If two forecast group's contacts are routed to three staff groups, then a shortage of agents in any one staff group can be offset by adding agentsto one, or both, of the other staff groups. This means that there can be many answers to the problem of how many staff are required for each staff group—different combinations of single-skilled andmultiskilled agents can all satisfy the desired service quality.
Because service quality is meaningful only for the forecast group as a whole—that is, when all the associated staff groups are consideredtogether—it cannot be used as the basis for calculating the requirements for an individual staff group. Therefore, eWorkforce Management must consider other assumptions and constraints, which...
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