Release Notes

Release Notes for Cisco Workforce Management 8.2(2)
Documentation Updates
During the first half hour (Figure 1) the agents process the 200 email received after business hours for
the previous day and 40 additional email for a total of 240 email. The CCC receives and handles 60 email
in the second half hour, 80 email in the third half hour and 120 email in the fourth half hour.
Example 2
In this example, 200 email are received after business hours. The CCC chose not to defer email (No
Deferring) received during business hours and handle email received after business hours linearly. The
No Deferring option requires agents to handle all email received during business hours when they are
received. The Linearly option divides all email received after business hours by the number of half hours
in the work shift to determine the number of email handled during each half hour. Agents must handle
all email received during business hours as they are received.
During the first half hour (Figure 2) the agents process 50 email received after business hours for the
previous day and 40 additional email for a total of 90 email. The agents continue to handle 50 email
received after business hours during each remaining half hour in the work shift. The agents also handle
all email received during each half hour.
Example 3
In this example, 200 email are received after business hours. The CCC chose not to defer email (No
Deferring) received during business hours and handle email received after business hours non-linearly.
The No Deferring option requires agents to handle all email received during business hours when they
are received. The Non-Linearly option schedules the agents to handle 50% of the email received after
Figure 1 Handling Email Example 1
Figure 2 Handling Email: Example 2
40 email received during
business hours
200 email handled
60 email received during
service hours
80 email received during
service hours
120 received during
service hours
Total handled: 240
Total handled: 60
Total handled: 80
Total handled: 120
08:00 08:30 09:00 09:30 10:00
No Deferring
No Deferring
Email Received after Business Hours
Email Received during Business Hours
No Deferring
Linearly
40 email received during
business hours
60 email received during
service hours
80 email received during
service hours
120 received during
service hours
Total handled: 90
Total handled: 110
Total handled: 130
Total handled: 170
08:00 08:30 09:00 09:30 10:00
50 email handled 50 email handled
50 email handled
50 email handled
Email Received after Business Hours
Email Received during Business Hours