Incorporate shared volume and skilling into SLA projections and scheduling.
When agents are trained on different skills, they handle multiple types of calls at once. Agents are often trained on different groups of skills, so there is no one way to cut workloads that fits all agents.
This causes scheduling to specific tasks to be unreliable when assessing coverage for different lines of business. It also means the SLA projections are often too low because they do not take into account cross-skilling, only the tasks agents are scheduled for.
In the attached image, coverage is quite good, but it looks like SLAs will be at 0% for certain workstreams because agents skilled to those workstreams are technically scheduled to other tasks. In zendesk, they will be taking calls for both workstreams, but there is no way for this to be refelected in Playvox.
Cecelia Auerswald
shared this idea
Thank you for raising this concept to the WFM team.
The Product Owner will review and update accordingly