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Flow Through Hiring

The Flow Through Hiring feature will transfer agents, based on resource needs, to different staff types within the same center. The feature works from configured templates set-up. Within the Administration application, agents can be transferred immediately after completing the classroom training is completed (Transfer after learning) or full-time, tenured agents can be transferred (Transfer as needed) based off of on missing staff in a specific Staff/Contact type or group (Transfer as needed). Genesys Decisions will automatically adjust accordingly the number of agents in and out of staff/contact types and groups based off of on the percentages displayed configured in the Flow Through Hiring template in the Administration application, and or when optimizers are run to hire/transfer agents to meet service goals.

Important
The Flow Through Hiring feature can only flow agents from one staff type to another within the same center. It cannot transfer agents between centers.

Using Flow Through Hiring

After successfully creating a Flow Through Hiring template in the Genesys Decisions Administration application tool of Genesys Decisions, you now have the option of applying it to a scenario users of the Decisions Planning application can apply it to a scenario. To use the Flow Through Hiring feature in the Decisions Planning application, see Flow Through Hiring in the Genesys Decisions User Help.

Corinne's Note: I've added the statement/link to the User Help because I think the content below should be removed from this document. Using the template in the Planning application should be covered in the User Help, not in this one.

You can do this by the following:

  • When creating a new scenario, select a Flow through hiring template that is created when setting the date and routing type of the new scenario. Click the New button or click on File menu then click on New.
  • You can also change the current scenario you are working on to include a Flow Through Hiring template. This can be done in the Scenario Settings window. To do this, click Edit then click on Scenario settings. The settings will be on the main tab labeled Duration and select the drop down of templates from here.
  • The Flow Through Hiring template configuration will determine how agents will be transferred in and out of specific staff types. Agents can automatically be transferred after the learning period is completed or transferred as needed. In order to transfer after learning is completed, there has to be agents in learning and in their final week of training.
  • Agents will only be moved from one staff type to another when the hiring optimizer is run.
  • After the optimizer is run, to view the number of agents being transferred, look at the Transfers [FTE] metric on the main grid.
  • To get a more detailed show of transferred agents only dealing with Flow through hiring, look at the metric Transfer to New Hire Totals [FTE]. This depicts any flow through hiring agents being transferred. Since you can only have one relation per center for transfers, you have to know what types of agents are being transferred by the Flow Through Hiring template created. There is no way to report showing the difference in flow through hiring relations.

Flow Through Hiring Expert

Corinne's Note: Deleting this section because it is redundant. Beefing up the following section, below, with any useful content from this section. The Flow through hiring Templates are designed to allocate the flow of agents to the correct staff/contact types. There can be multiple templates created and you can choose the staff/contact types you want included within the Flow through hiring set-up. You have the ability to transfer agents two different ways. One is transferring agents as needed which only transfers agents from one staff/contact type to another if necessary. The second is transferring after learning. This immediately transfers agents after the learning curve to whatever designated staff/contact type set-up you have in the Flow through hiring template. The amount of agents transferred is based off of percentages as well. The total allocated agent percentages must equal 100% of agents transferred from the main staff/contact type.

The set-up of an Flow through hiring Template is as follows:

  1. Open the Administrator application.
  2. Click Configure or click Settings -> Configure and select 9. Edit Flow Through Hiring Template. The following options are available when in the Flow Through Hiring Expert:
    • Select Create a New Flow Through Hiring template to create and name a brand new template
    • Select Edit/View an existing Flow Through Hiring template to look at or make changes to an already created Flow Through Hiring template
    • Select Delete an existing Flow Through Hiring template to remove an already created template from the list.
    • Select Copy from an existing Flow Through Hiring template to create a new template that has the same set-up as a previously created template.

Flow Through Hiring Template

Corinne's Note: Copying the paragraph from the redundant section, above, to this location.

The Flow Through Hiring templates are designed to allocate the flow of agents to the correct staff/contact types. There can be multiple templates created and you can choose the staff/contact types that you want included within the Flow Through Hiring setup. You can create multiple Flow Through Hiring templates, and choose the staff/contact types to include in each template. You have the ability to can configure the templates to transfer agents in two different ways:

  • Transfer agents as needed, which only transfers agents from one staff/contact type to another, if necessary.
  • Transfer agents after learning. This immediately transfers agents, after the learning curve, to whatever designated staff/contact type setup you have in the Flow Through Hiring template. The amount of agents transferred is based on percentages, as well. The total allocated agent percentages must equal 100% of agents transferred from the main staff/contact type.

Creating a Flow Through Hiring Template

To create a new Flow Through Hiring template:

  1. Select Settings > Configure in the menu bar, or click the Configure button.
  2. Click Edit Flow Through Hiring Template.
  3. Select the Create New Flow Through Hiring Template radio button, and click OK.
  4. Enter a name for the new template and choose the routing to apply.
  5. Select a security setting. The options are as follows Choose one of the following options:
    • Select Public to allow full access for all users (View, Edit, Copy, Execute, Delete).
    • Select Public Read-Only to allow full access for the creator, but limited access for other users (View, Copy, Execute).
    • Select Private to allow full access for the creator and no access for other users.
  6. The name, Click OK to proceed to the Flow Through Hiring Template window. Some Buttons available on the Flow Through Hiring Template window are include the following:
    • Print Preview—Allows you to modify the way in which the template is printed.
    • Print—Sends the template information to the default printer.
    • Export—Creates an Exports a file (HTML or Excel/Text) that contains the template information.
    • Save—Saves the current template with all settings.
    • Hide/Unhide Centers—Adds or removes the centers pane from the window. Displays or hides the Centers pane.
    • Close—If changes were made, you will be asked to save before closing. Click Cancel to discard changes.
    At the top of this window the work area, you can choose between two different layout styles for the Centers table pane. The default theme is Toolbox Style. The second other is Outlook Style, which is similar to the Microsoft Outlook 2007 window format. (Corinne's Note: The preceding sentence is still true; it mimics the Outlook 2007 window format?)
    You can Also, detach the Centers table pane by double-clicking the frame of the pane; you can then move it to one side of your screen to make it free moving.
  7. Click a center's name to display the associated staff types.
    Important
    A template can only flow agents from staff type to staff type within the same center. It cannot transfer staff between centers.
  8. To select the staff types, drag and drop them into the template on the right, or double-click the name of the staff type. This will display the staff type as a block inside the template space provided to the right. These blocks are movable.
  9. Once all of the desired staff types are chosen, you can then set up the relations and percentages among staff types. To set up a relation between two staff types:
    • Click the staff type that agents are to flow out of and then click the staff type agents are to flow into. This creates a relation between the two staff types showing the direction of agent flow. The window that pops up will have 2 options for transferring agents. A window opens. Choose one of the two options for transferring agents:
      • Transfer after learning (green arrow), which can be only between staff types within the same contact group. This automatically transfers agents into the staff type after classroom training is completed and the learning period is over.
      • Transfer as needed (blue arrow), which only transfers agents to a specific staff type if that staff type requires more agents in order to meet its service objectives.
      Each of these the two preceding options has a percentage, as well. This percentage tells the initial staff type how many agents it can actually transfer to the receiving staff type as a percentage of the total FTE available to transfer (either from learning or from the Total Agents metric, depending on the relation).
  10. Once all of the staff types and relationships are in place, use right click functions the shortcut menu (right-click to open the menu) created to modify what was created the template. Shortcut menu options include the following:
    • Delete a staff type—Click the staff type to select it, and then right-click to open the shortcut menu. Select Delete Staff . You can also (or highlight select the staff type so it is outlined in red and press the Delete key on the keyboard).
    • Delete a relationship—Click a relationship arrow to select it, and then right-click to open the shortcut menu. Select Delete Relation to delete the highlighted relationship.
    • Edit a relationship—Click a relationship arrow to select it, and then right-click to open the shortcut menu. Select Edit relation to change the relationship type and/or the percentage.

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This page was last modified on July 25, 2018, at 17:56.