If the average proficiency is greater than 1, then the AHT used by the scheduling engine will be greater than the AHT forecast in the Forecast Feature in WFM used to estimate the required resources for a specific scheduling period based on historical data. The data in a forecast includes interaction and work volume, and Average Handling Time (AHT). module. Proficiency can be set in the Employees module.

If the average proficiency is less than 1, then the AHT used by the scheduling engine will be less than the AHT forecast in the Forecast module. Proficiency can be set in the Employees module.

If the contact The entire communication experience for a customer, from beginning to end. volume is greater than 0, the average handling time (AHT) must also be greater than 0. Adjust these numbers in the Forecast module. If you are unsure why that value is zero, check the historical contact volume you are using for your forecast. If this value is 0, you should check your ACD reports to determine why the AHT was zero. Sometimes, this is due to your ACD reporting calls in one interval (when the contact arrived) and AHT in the next interval (when the contact completed).

In a skills-based environment, the patience should be greater than the service goal time. If the patience is less than the service goal time, the service level Set percentage of interactions in WFM that are handled in a defined unit of time. forecasts will be inaccurate. Adjust the service goal time and patience in the campaign Collection of scheduling periods in WFM, which are defined time periods where specific employees target specific workloads.’s Service Goals module.

In a skills-based environment, if the contact volume is greater than 0 on the named queue Entity that represents demand in WFM. Queues help predict workload by multiplying the volume of customer interactions by their expected handling time., the average handling time (AHT) must also be greater than 0. Adjust these numbers in the Forecast module. If you are unsure why that value is zero, check the historical contact volume you are using for your forecast. If this value is 0, you should check your ACD reports to determine why the AHT was zero. Sometimes, this is due to your ACD reporting calls in one interval (when the contact arrived) and AHT in the next interval (when the contact completed).

It is likely that the minimum staffing is too high. You should reduce the minimum staffing required in the scheduler options, or add more employees to the scheduling period in the campaign’s Employees module.

In a skill Defined level of knowledge that an employee needs in order to handle a defined workload in WFM.-based environment, the scheduler will try to meet the minimum staffing for every queue. It is likely that the minimum staffing is too high. You should reduce the minimum staffing required in the scheduler options, add more employees to the scheduling period in the campaign’s Employees module, or give more employees the skill to work on the named queue in the organization’s Employees module.

You are using skill-based scheduling and none of the agents have the skills linked to the queue. Either change the skills linked to the queue in the Operations module or assign the skill to some employees in the Employees module.

The reserve threshold time should be greater than 0; otherwise, there is little difference between a primary skill and a reserve skill.

The second reserve threshold time should be greater than the first reserve threshold time since it is assumed that the Agents with reserve 1 skills should be used before agents with reserve 2 skills.