Genesys CTI User Forum > Announcements Scratch Board
What is Effective Reporting?
sshilov:
We resolved Genesys/Cisco reporting issues six years ago. It takes only 10-15 min to install the solution and get real-time historical reports. www.sngdata.com
Timur Karimov:
Hmm, Tony but if u said what u look on WFM - what do u think about "what if's" forecast capitables from WFM toolset? Before it discusion i'm completly sure what that options can provide answer for question like u :
"What if a whole team were absent, on training...
What if the call centre was snowed in (it has happened!)
What if you launched a new product and demand was exceptionally high...
"
It's does not true?
tony:
Yes - exceptions are accountable in WfM. What I mean is ensuring that the information being applied within WfM is available elsewhere...
You can apply a scenario where an exception can be applied for Planning/Forecasting but, once the event has passed, it is difficult to ensure that the business-relevant information ("Agent Unavailability due to Local Adverse Weather Conditions") does not remain "on record" for the sudden drop in an SLA. So - when reporting from CCA, it just shows that the SLA was not met - not [i]why [/i] it was not met - for that, you have to go back to WfM....
Hope this makes sense?
Tony
Navigation
[0] Message Index
[*] Previous page
Go to full version