Custom splits %s and SLAs for advanced capacity splitting
planned
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Burgundy Reptile
Currently, advanced capacity splitting assumes an even split across all intersected queues. The ability to set the split unevenly or at a specific ratio would help to provide more granular and hence more accurate representation of staffing and resources.
The ability to set different SLAs and priorities for different teams/sites/groups would also help WFMs to gauge performance.
eg. Team A's priority is to hit SLA on 'Queue X'. However, they also spend a smaller amount of time on 'Queue Y' in the background. Being able to set a different SLA for Queue Y when they do work on Queue Y would help performance reporting
M
Megan Yang
Merged in a post:
Customize blended events so the amount of hours toward each channel can be specified
This would correct situations where the hours in-adherence metric is MORE than the scheduled hours. It would also provide a more accurate depiction of what hours an agent is working on a specific ticket type.
M
Megan Yang
Merged in a post:
Customize the split of blended event percentages
It would be helpful to be able to control the percentage split for blended events rather than it being an even 50/50. I.e. I'd love for phones/email to be 80/20
M
Megan Yang
Merged in a post:
Custom percentage-based capacity splitting for channels
Allow custom percentage splits for capacity allocation across channels within a queue, rather than only equal splits.
Customer request: Configure Admin Omni Support queue with 70% capacity for chat and 30% for email.
Current limitation: Advanced capacity splitting only supports equal splits (e.g., 50/50 for two channels).
Requested by: Canva (AG Vanguardia)
Also requested by: Bullhorn (70/30 split), Dialpad (80/20 phones/email split)
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Megan Yang
marked this post as
planned
Z
Zaffre Emu
Would also be amazing if this proportion could be generated automatically. Say we split between chat and voice for a 4 hour period that come in a 75%-25% split respectively, the headcount would be distributed accordingly