Work queue hopping

Work queue Entity that represents demand in WFM. Queues help predict workload by multiplying the volume of customer interactions by their expected handling time. hopping is when employees are scheduled to work on different work queues at different times, rather than several work queues at the same time. WFM has a separate optional license for its queue hopping feature.

Example: Work queue hopping

A group of employees have Sales as their primary skill Defined level of knowledge that an employee needs in order to handle a defined workload in WFM., and handle calls from the Sales work queue.
The same group of employees has Customer Service as their secondary skill, and handle calls from the Customer Service work queue.
Employees find it difficult to take the Customer Service and Sales calls during the same time interval because the Customer Service call type is complex.
Work queue hopping is utilized to schedule Sales time and Customer Service time as separate blocks of time within the employee schedules.

Why use queue hopping?

Capacity tracking

Some centers and outsourcers need to track the exact capacity they have for a specific queue at a specific time. This tracking prevents worrying about the capacity being split up among numerous skills.
Context-switching difficulties

Employees find it difficult to switch between certain complex tasks, so solid blocks of scheduled time are preferred.
Technological limitations

It is not feasible to route from any skill due to the ACD or dialer, or the use of multiple ACDs and dialers.
Software or workstation limitations

As a result of mergers and acquisitions, employees must use a different application and computer to work on a workload they are skilled to do.
Emergency response team approach

Some centers move lower skilled employees to take a different set of calls during emergency situations, such as an exceptionally high volume on one queue.