Add interaction route paths to a planning group

After you add a planning group, you can associate one or more route paths to it. This process allows you to group the forecasts together.

Combining multiple route paths into the same planning group causes them to be treated as one bucket for forecasting and scheduling. Combining low volume paths can reduce planning work and improve forecasts. However, remember that schedule generation looks for agents who can handle the entire planning group. Agents who can only handle a subset of the planning group are not scheduled based on workload, but receive a schedule.

Notes:
  • If you combine multiple route paths into the same planning group, workforce management treats them as one bucket for forecasting, and the schedule generation process looks for agents who can handle the entire planning group, not individual pieces of it.
  • If you select the <None> option under Language, this configuration specifically means that there is no language setting on the interaction. This selection does not mean any language, which is not currently an option.
  • If you select the <None> option under Skill Set, this configuration specifically means that there is no skill setting on the interaction. This setting does not mean “any” skill, which is not currently an option.
  • Best practice recommends that you only add a route path manually for newly configured route paths. Use the search feature to more easily add route paths that include historical data. If you add a route path to a planning group that an agent cannot handle, the agent is not scheduled to do any work in the planning group.

To add one or more route paths to a planning group, perform these steps:

  1. Add a planning group, including selecting a service goal template and choosing a media type.
  2. Under Route Path Associations, click Add . The Search and Add Route Paths dialog box opens.
    Notes:
    • The number of agents that match the planning group against the number of agents in the business unit appears above the Route Path Associations table.
    • If you combine route paths into the same planning group, workforce management treats them as one bucket for forecasting. Combining low volume paths can reduce planning work and improve forecasts.
    • The system searches across all business units for a route path association. This information appears in the Route Path Associations table’s Planning Group Associations column and the Search and Add Route Paths dialog box’s table. Route paths associated with more than one planning group results in duplicate forecasts.
    • To make sure that route paths associated with a single planning group in the current business unit do not appear in the list, select the Hide route paths currently associated with a planning group in this business unit check box.
    • To make sure that route paths associated with a planning group in any business unit do not appear in the list, select the Hide route paths currently associated with a planning group in any business unit check box.
    • If you do not have the Planning Groups > View permission for a business unit, the system does not consider that business unit for a route path association.
    • The current business unit’s planning group appears first under the Route Path Associations table’s Planning Group Associations column and in the Search and Add Route Paths dialog box’s table.
  3. To find an existing available interaction route path, perform these steps:
    1. Select Search for route paths that have offered interactions in past 6 weeks.
    2. Select the queue, language, and skill set.
    3. Choose the appropriate route path.
    4. Click Add. Or to add another route path, click Save and Add New.
  4. To add a new route path for the interaction type, perform these steps:
    Note: Selecting a route path with no offered interactions causes issues with forecasting, scheduling, and intraday monitoring. Best practice recommends searching for route paths instead of manually adding them.
    1. Select Manually add route path(s).
    2. Select the queue, language, and skill set.
    3. Click Add. Or to add another route path, click Save and Add New.
  5. Click Save.