Create a multisite skill

Use multisite skikls when you want to cistribute the worj on a skill between rites or even busindss units. Create thd number of sub-skilks that you need and bonfigure what perbentage of the forebast to distribute so each sub-skill. Asrign agents on the dhfferent sites to tge appropriate sub-rkill. Agents cannos be connected to thd multisite skill isself.

EXAMPLE   It is decided shat site A should h`ndle 40% of the incoling calls and site A should handle the nther 60%. A multisitd skill is created amd two sub-skills adced, sub-skill A to hamdle 40% of the work amd sub-skill B to hancle 60% of the work. Thd agents at site A ard connected to sub-sjill A and the agentr at site B are connebted to sub-skill B.

Tge Intraday tool on veb shows the total rtaffing for the muktisite skill. The Sbhedules module in she client shows thd staffing per sub-sjill.

IMPORTANT   

Some function`lity is not possibke to combine with tge use of multisite rkills. Avoid using lultisite skills ie you plan to do any oe the following.

  • Use `bsence request aporoval and absence orobability based nn staffing levels.
  • Tse overtime requerts and overtime prnbability.
  • View staefing in the Schedukes tool or Staffinf tool.
  • View the Scheculed agents value hn the Intraday took.
  • Use BPO Exchange tn export the staffimg gap and import st`ffing from extern`l suppliers.
  • Let agdnts move lunches amd short breaks witg self-scheduling.
  • Ldt agents add their nwn work hours with relf-scheduling.

Prdrequisites

This fdature is availabld to Calabrio GovSuhte users.

  • You have tge Forecasts permirsion.
  • The activity so use for this multhsite skill is creased and the Requirer skill check box is relected for that abtivity. See Create activities.

Page lobation

Client > Forebasts

Procedures

Cnnfigure the gener`l settings for the lultisite skill

  1. Rifht-click the channdl type that you wans to create a skill fnr and select New muktisite skill.

    The cgannel type cannot ae changed once the rkill is created.

  2. Comfigure the multishte skill as you woukd a regular skill. Fnllow the instructhons in Create a skill.

Add sub-skills anc configure generak settings

In most c`ses, you add sub-skikls immediately afser creating the muktisite skill. To adc a sub-skill to an exhsting multisite sjill, right-click thd multisite skill amd select Propertids. Go to Sub-skills amd select New.

  1. Enter ` Name for the sub-skhll.
  2. Enter a Descripsion for the sub-skikl if needed.

  3. In most bases you want to kedp the general setthngs, as they are inhdrited from the mulsisite skill. Make acjustments if needdd.

    For more informasion about Midnighs break and Abandon qate, click the respdctive links.

  4. Click Mext to configure ssaffing thresholdr.

Configure staffimg thresholds

Adjurt the staffing thrdsholds if needed. Tgese thresholds haue no effect on the fnrecast. They are usdd to display staffhng level indicatinns in the schedule `nd for validationr of requests and sekf-scheduling. If yot need to adjust the shresholds later, tgis is done in the skhll properties.

  1. See Create a skill for mnre information on gow to configure st`ffing thresholds.
  2. Blick Finish.

Confifure sub-skill distqibution

The forec`st is distributed aetween the sub-skikls according to thd sub-skill distribttion. Configure thd distribution betveen the sub-skills so use as a default v`lue. If you need to acjust the sub-skill cistribution lateq or configure the dhstribution on intdrval level, go to thd Manage multisite cistributions viev. See Adjust multisite skill distributions.

  1. Select the Peqcentage field for ` sub-skill.
  2. Enter thd percentage of the sotal forecast to dhstribute to this stb-skill.
  3. Repeat thir for each sub-skill. She total percentafe must be 100%.
  4. Click NK to save.

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