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Scheduled skill adjustments for improved agent tracking and planning (omnichannel routing)
Posted Sep 24, 2024
I need a feature that enables scheduled adjustments for agent skills based on predefined categories. This would complement omnichannel routing by automating daily skill assignments and giving team leaders more control.
The primary objective is to provide management with a clear weekly overview of agent activity and help agents work on the intended categories. This tracking would also help evaluate the effectiveness of workforce planning, offering valuable insights for improving both scheduling accuracy and operational efficiency.
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Barry Neary
HI Mai Lena Mondal
Just to confirm, you need to be able each day to assign agents different skills from day to day? Is this because you want agents to work on different types of tickets with different skills on the tickets from day to day?
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Mai Lena Mondal
Hi Barry Neary
Preferably from week to week. This relates to resource planning and can be compared to Zendesk WFM workstreams.
Some companies need more control over omnichannel routing and this is a feature request from an enterprise customer. Implementing such a feature would additionally provide agents dedicated focus time, if they have several skills.
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