WFM - Activity/Task Prioritisation

Hi all,

We recently went live with WFM and as I’m sure many of you have experienced, are coming across a few bumps in the road.

We have done forecasting and have now created a schedule. The problem is that even though all of the activities that are present for the workforce are the same, it only even plans people in for one of the 3 (in simple terms, it’s putting all staff on email and none on phone or chat.)

What are any potential reasons you can think of for this?

Many thanks in advance.

In addition, ideally we want to prioritise immediate work over deferred work (prioritise phone calls over mails). But as the system sees we get more mails, it keeps putting twice the number of people on mails and not many people on the phone.

We can’t even find an option to force it to staff the required levels for an activity set.

How can we rectify this?