I am working with a contact center that is in the process of adopting Genesys WFM for their scheduling and planning. One of the obstacles we have come across is their current routing. Simply, they have over 500 different activities that their agents perform, ranging from different kinds of calls, but mainly different kinds of email and other administrative functions. They are using Open media licenses along with normal inbound licenses to let Genesys route all these different activities to the agents.

When modelling this in WFM, it quickly becomes a nightmare I haven't really encountered before. Each of these activities have their own SLAs, their own statistics and their own queues. Now, in WFM that would mean they'd have to be created as individual activities, which is a huge undertaking that probably doesn't add anything to the final schedules. Especially considering that the contact center only has a bit more than 300 agents...

Do an of you have any tips on how to talk to the management regarding merging similar activities in WFM? Ie asking them to ignore that some activities are slightly different, and instead scheduling them as one and the same?

Hi C-N

What you could do is merge all those activities together that have the same SLA but different AHTs to create a smaller number of queues which a number of different activities fall into.

That way all of the activities get counted but you don't have to schedule against so many individual queues.

Eamon

Hi Eamon,

thank you for the suggestion. I'm no super expert on WFM, but I think that idea probably would have very little impact in the overall scheduling results, and it is likely easy to explain to the contact center management. One question - the activities you "merge" together would need to use the same skill set from the agents, right?

Thank you!

/C-N

Right