Determine Staffing Needs with an Omni-Channel Plan
Learning Objectives
After completing this unit, you’ll be able to:
- Create an Omni-Channel Plan.
- Determine the number of agents you need to meet workload demand.
- Determine agent skills and bandwidth.
What’s an Omni-Channel Plan?
Rachel just reviewed next month’s intelligent forecast and knows that an upcoming month-long promotion is going to keep her contact center team busy. She’s ready to create an Omni-Channel plan to determine the following.
- How many agents she needs on calls and emails during the forecasted time period
- The business hours that these agents need to work
- The skills agents need
Before Rachel creates an Omni-Channel plan, she brushes up on some terminology.
Get to Know the Omni-Channel Plan Terminology
| Term |
Definition |
|---|---|
|
Service Resource |
A contact center agent who is available to be scheduled. This is mapped to a user profile. Each user can have one service resource record attached. |
|
Service Territory |
This represents the location of a contact center. An intelligent forecast’s region is mapped to an Omni-Channel plan’s service territory during Omni-Channel plan creation. |
Create an Omni-Channel Plan
There are four steps to create a capacity plan for customers who use Omni Supervisor and queue-based routing
- Select Omni-Channel plan date range
- Select a service territory
- Select queues
- Name plan
Rachel creates an Omni-Channel plan.
- Open Intelligent Forecasts from the App Launcher, and select a forecast.
- Click Add Omni-Channel Plan.
- Walk through the steps to create your Omni-Channel plan, and save your changes. When your plan is calculated, you see Shift Calculation Completed in the list view for your plans.
Gain Insights from Your Omni-Channel Plan
Rachel is now able to meet her initial goals for ascertaining the following information.
- How many agents she needs to staff next month
- The business hours that these agents need to work
- Which skills the agents need to cover the demand
After creating her Omni-Channel plan, Rachel is able to view the total number of required shifts in the dashboard. She can toggle between hourly, daily, and weekly views to get a better picture of the volume, and when to schedule her agents. She can also filter by job profile to see which agent skill sets are most in demand. Rachel creates shifts by clicking the Create shifts button. And just like that hundreds of shifts are created to accommodate the expected contact center demand.
The contact center’s shift requirements are set. Now it’s time for Rachel to create the shifts and let her support agents know their next month’s schedule.
