Forecasting w/Direct Agent Calls

[GCarpenter]

Our collections shop has inbound calls via splits/skills, but also direct agent calls (Avaya switch), which can happen concurrently. Has anyone experienced incorporating these calls into a workforce management software's forecasting module?

[karthikkapali]

Hi,

You can do a forecasting on the same. The Split \Skills need to be done on priority. Eg : you deal with 3 products and an agent is coached to take calls on all 3 products.. You can seperate them as 3 Business Units namley 1, 2 and 3 and You can configure agents on same and set priorities. Like an agent to take BU 1 calls as 1st and the rest as second. Your Direct Agent Calls would basically be your Top Skill.

Once you have done this... You can split your total headcount into 3 (depending upon call volume) and start doing a skill plan. WFM Tool will then go ahead and schedule agents on the same. Even if you are understaffed in any one BU and rightly staffed on other two. The spill over calls will be handled by those agents.


Please let me know if this helps you so that i can give more info has to how to do the same in your WFM tool (if it matches with what i use)


Regards,
Karthik