Release Notes

Release Notes for Cisco Workforce Management 8.2(2)
Documentation Updates
Handling Email Received During Business Hours
WFM provides the following options for processing email contacts received during business hours.
• Linearly — If you choose this option, WFM divides all email received during business hours by the
number of intervals in a work shift to determine the number of email handled during each half hour.
• No Deferring — If you choose this option, agents must handle all email received during the half hour
when they are received.
• Non-Linearly — If you choose this option, WFM schedules the agents to handle 50% of the email
received during the first half hour and divides the number of email handled for each remaining half
hour by 50%, until the last half hour in the work shift. During the last half hour in the work shift,
the agents are expected to complete the remaining email.
Handling Email Received After Business Hours
WFM provides the following options for processing email contacts received after business hours.
• Linearly — If you choose this option, WFM divides all email received after business hours by the
number of half hours in a work shift to determine the number of email handled during each half hour.
• No Deferring — If you choose this option, agents must handle all email received after business hours
during the first half hour of the next day.
• Non-Linearly — If you choose this option, WFM schedules the agents to handle 50% of the email
received after business hours during the first half hour and divides the number of email handled for
each remaining half hour by 50%, until the last half hour in the work shift. During the last half hour
in the work shift, the agents are expected to complete the remaining email.
Handling Email Examples
The following examples provide a unique combination of options for processing email contacts received
during and after business hours. These examples assume 100% service level coverage for 2 hours of open
service.
Example 1
In this example, 200 email are received after business hours. The CCC chose not to defer email (No
Deferring) received during and after business hours. The No Deferring option during business hours
requires agents to handle all email received when they are received. The No Deferring option after
business hours requires agents to handle all email received after business hours during the first half hour
of the next day.