WFM Multi-Site Configuration

[PFCCWA]

Hello,

We have up until recently used 1 site within our contact centre for all inbound teams and activity.

Then our admin support teams asked to be added to the WFM system so they can take advantage of features such as Time off and Trade.

After we created contracts and shifts for these admin teams, the contact centre view for the site within the WFM Web Supervisor Schedule Coverage showed heavy overstaffing - this a result of the admin agents now containing shedules.  Although we could see each individual activity, an overall view just for inbound is more beneficial.

In order to avoid this clash, the only route I think was to create another site and use that for the admin teams.  However when doing this, each agent will not assign to the new site even though I have unchecked the 'only assign agents with logins linked to the site' box.  It will only assign them to the original site where their login ID belongs to in CME.

Any ideas on the original problem and on why agents will not assign to other sites?
Thanks,
WA

[PeterJ]

Hi WA,

Agents cannot be assigned to multiple sites in WFM. You have to unassign "admin" agents from their current site first, to be able to assign them to the new site.

It is done in WFM Config Utility, Organization -> Site -> Agents.

Peter