What is the WFM Creating Combined Workstreams?

Combined Workstreams allow to schedule and plan for agents that can handle multiple queues at once. 

Using this feature allows agents to be schedule to multiple workstreams and, at the same time, have adherence properly tracked regardless of which workstream they are working in.

EAP Limitations: 

Schedule

Combined workstreams do not show up in the staffing (bottom) panels of the schedule page. Instead the calculation at the bottom of the schedule is as follows: For each interval, we take the FTE of a combined workstream and the FTE of individual workstreams and calculate the coefficient. After that, we take the scheduled number for multitasking, and apply the coefficient to get the scheduled number for individual workstreams.

Reporting

We do not report on combined workstreams. On reports and agent activity you will see time allocated to each specific workstream that agent actually worked on. The combined workstream in this case is used to properly define the adherence.

Combined workstreams will show on all reports except Forecast vs. Actual.

On Dashboards we will only show them on the Happening Now widgets. They are expected to be added to other widgets at a later time.

The combined WS will be showing but no metrics will be calculated at this time to consider the weighted adherence, occupancy, or whatever it might be, meaning, we are showing we are not reporting based on the multiple WS.