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Combined Workstreams - forecasting staffing
已于 2025年1月31日 发布
We’ve identified an issue with the staff scheduling figures when combining workstreams. Currently, when agents are assigned to multiple workstreams (e.g., 5 agents across 5 workstreams), the system does not reflect the correct staffing numbers. Instead, it either:
- Shows staffing only in one workstream, leading to underreported figures, or
- Duplicates the agents across all workstreams, causing an inflated total.
To ensure accurate scheduling, is there a way for the system to recognize the total staffing in the combined workstream without duplication? Ideally, the total should reflect the actual number of agents available rather than multiplying them across workstreams.
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2 条评论
Shawna James
Thank you for taking the time to provide us with your feedback. This has been logged for our PM team to review. For others who may be interested in this feature request, please add your support by upvoting this post and/or adding your use case to the comments below. Thank you again!
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Maksym Shynkarenko
Hello Nicola Sale ,
Appreciate the feedback. How would you choose to spread the staffed numbers across the individual workstreams (WS) when scheduling for a combined one?
In the example you mentioned there are 5 WS, I assume those are making up the combined WS that you actually put on the schedule. I see you prefer having the staffing panel at the schedule page display a total of 5 people scheduled, that is clear. Yet, there are various options to split everyone across the workstreams:
Another question. Let's imaging you have a phone line open all day for legal reasons. In reality, the phone rings only couple times a day. You still have to have 1 person at least available to pick it up, but they ultimately are gonna be doing something else for an entire day, like emails. In this case how would you distribute people for a Emails+Phone Combined WS? What should the numbers be in the staffing panel at the schedule page for Emails WS and for Phone WS?
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