Genesys CTI User Forum

Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: cavagnaro on October 15, 2008, 11:26:55 PM

Title: Schedules for agents
Post by: cavagnaro on October 15, 2008, 11:26:55 PM

Hi guys,
I'm preparing a project where we have to give the customer how many agents they will need and how many schedules he will need and do. I already have the ammount of agents per hour that they will need according to erlan tools, however how can I make the needed schedules? Any tool that you may know to do this? (Free of preference...)
Thanks

Title: Re: Schedules for agents
Post by: cavagnaro on October 16, 2008, 01:58:00 PM

Any idea guys? Maybe with a software to buy?

Title: Re: Schedules for agents
Post by: CTIgem on October 16, 2008, 02:22:21 PM

Which erlang tool did you use to come up with agents?
If you don't mind asking....

Title: Re: Schedules for agents
Post by: cavagnaro on October 16, 2008, 02:46:46 PM

Sure, it is Call Centre Calculator (www.erlang.co.uk)

Title: Re: Schedules for agents
Post by: cavagnaro on October 17, 2008, 07:13:12 AM

:-\ no? nothing?

Title: Re: Schedules for agents
Post by: PeterJ on October 20, 2008, 01:50:03 PM

Hi Cavarango,

what do you mean by number of schedules? Is it number of agents to cover the needs defined by erlang calculator?

If so, I reckon you need some WFM tool to be able to do that.

Peter

[quote author=cavagnaro link=topic=3447.msg14492#msg14492 date=1224113215]
... and how many schedules he will need and do. I already have the ammount of agents per hour that they will need according to erlan tools, however how can I make the needed schedules?
[/quote]

Title: Re: Schedules for agents
Post by: cavagnaro on October 20, 2008, 03:10:22 PM

Yes, exactly, but do you know any tool I can use?

Title: Re: Schedules for agents
Post by: barleycorn on October 20, 2008, 04:26:18 PM

Genesys WFM?? It ain't free though. Far from it, and typically takes a lot of business consultancy to get you sorted.

Title: Re: Schedules for agents
Post by: cavagnaro on October 20, 2008, 04:29:17 PM

Hum ok, I don't have GWFM...thought I could get this with some alternative...
Thanks

Title: Re: Schedules for agents
Post by: barleycorn on October 20, 2008, 05:09:22 PM

Yep, unfortunately it's a fairly specialized part of the market, scouring of freshmeat.net and sourceforge.org doesn't show up a great deal. Reporting and WFM are my areas of enforced ignorance unfortunately, so I've not used any of these tools. sourceforge and freshmeat (make sure you put the .net on that freshmeat url buddy.... the .com version is something entirely different) are good places to start.
This is what a quick search showed up:
[url=http://sourceforge.net/projects/settle/]http://sourceforge.net/projects/settle/[/url]
[url=http://sourceforge.net/projects/openccm/]http://sourceforge.net/projects/openccm/[/url] - this one is very much in its infancy, but looks like it has got some interesting features coming eventually.

As always, ymmv when trying to find something to fit your needs from either of these sites but occasionally a real gem shows up.  try searching for "scheduling" or "forecasting" as it seems to show up more possible hits.

Title: Re: Schedules for agents
Post by: barleycorn on October 20, 2008, 06:00:49 PM

Actually, the two links above are probably not that useful after all. Do a search for employee forecasting, or any combination of that kind of stuff and there are a few decent hits; more so on freshmeat.net