Configure Net Staffing
In Queue Analytics Feature in Workforce Management that tracks Queue data. Queue Analytics can show the Actual vs. Forecasted metrics., the Net Staffing statistic allows managers to know how much they are short or surplus on staffing, allowing them to manage VTO and Shift requests efficiently.
The calculation for Net Staffing can be configured to be based on Headcount Staffing or Dedicated Staffing.
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Headcount Staffing: Number of agents qualified to work on a particular queue Entity that represents demand in WFM. Queues help predict workload by multiplying the volume of customer interactions by their expected handling time. for a particular interval. When viewing an aggregation, it is the number of hours.
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Dedicated Staffing: The total contribution Item of work done by an employee that is connected to a single customer, or account captured by DPA. Contributions are used for analyzing and evaluating individual items of work for back-office efficiency and quality. made by agents to a queue. Unlike Headcount staffing, where an agent is counted as 1 for each queue they are skilled for, Dedicated staffing only counts a fraction of an agent, depending on the amount they are estimated to contribute to the queue. For example, if an agent is skilled for four queues, their contribution may be split over the four queues.
Procedure
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Go to System Management Module that allows performing suite-wide system management activities from a single, Web-based application, the Enterprise Manager.. Under General Settings, select Feature Settings.
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Select the Net Staffing tab.
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For Net Staffing Calculation select either Headcount Staffing or Dedicated Staffing.
Track queue performance (Forecasting & Scheduling Guide)