Configuring WFM Task Sequence
This topic presents information about how to configure task sequences. It supplements the information found in Workforce Management 8.1 Configuration Utility Help and includes the following sections:
Within Genesys Workforce Management, a task sequence is a defined period of time during that agents can work only on one task or a specified set of tasks, called an activity set. You could also think of a task sequence as an activity sequence.
Activities (tasks) are work that is tracked and managed using Workforce Management. For example, a business might define the following activities in WFM Configuration Utility for product A:
- Answering inbound calls
- Responding to e-mail
- Completing after-call work
- Performing scheduled callbacks
- Participating in chat sessions
These same activities might also be defined for products B and C.
Purpose of Task Sequencing
Task sequences enable you to control how much the nature of an agent’s work changes during part of a day. You can avoid asking agents to jump constantly from activity to activity—a situation that can result in agent confusion and fatigue and lower productivity. You do this by configuring task sequences. Once configured, you can assign a task sequence to any compatible shift in the same site.
Creating Task Sequences
You create task sequences in the WFM Configuration Utility, Shifts window, Task Sequence dialog box. The Task Sequence dialog box is also where you will use the information given in this appendix. To provide context for the examples presented later on, see a quick overview of task sequence configuration in Creating a Task Sequence.
How Task Sequences Appear in WFM
After you configure task sequences and assign them to shifts (which are then assigned to agents), task sequences appear in the Intra-Day and Agent-Extended views. Task sequences appear as yellow areas on the color-coded bar (unless you changed the color in the Configuration module in WFM Web Supervisor), where each type of schedule item is represented by a different color. For an example, see the figure below.
In the above example, the task (in yellow) is anchored to the end of the shift, but the Task Sequence (Add) dialog, Type drop-down menu displays various anchoring choices:
- Not Anchored
- Start Anchored
- End Anchored
- Start/End Anchored
The anchoring type selected indicates when a task can happen during the day.
Anchoring Task SequencesThis section describes when to use the various anchoring types available from the Type drop-down menu in Task Sequence (Add) Dialog (see Procedure: Creating a Task Sequence). Assume that the shift and meals are flexible. See examples.. [+]
Procedure: Creating a Task Sequence
Purpose: To open the dialog box for creating a task sequence.
Start of Procedure
- In Configuration Utility , on the Modules pane, click Shifts.
- In the Objects pane, select a shift.
- Click the Task Sequences tab.
- To create a new task sequence, click Add.
The Task Sequence (Add) dialog opens (see the figure 5 below).
Figure: Task Sequence (Add) Dialog
- Enter a task sequence name to replace the default name.
The name must be unique within the site.
- Create a new row in the task sequence list; Click Add.
- Ffrom the Type drop-down list, select an anchor type.
Read the section How Task Sequences Appear in WFM and review the examples in Anchoring Task Sequences to understand the various anchoring types.
- Configure the task sequence, as described in
Workforce Management 8.1 Configuration Utility Help.
The figure 6 below shows an example of the dialog after a single task has been configured.
Figure: Example Task SequenceTipWhile the above example shows only one task, you can add as many rows as you need to create a sequence of tasks.
- After completing the configuration of your task sequence, click Apply.
You can now assign a task sequence to any compatible shift in the same site.