Release Notes

Release Notes for Cisco Workforce Management 8.2(2)
Documentation Updates
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. During the last half hour, the agents are expected to complete the
remaining email.
During the first half hour (Figure 3) the agents process 100 email received after business hours for the
previous day and 40 additional email for a total of 140 email. The agents continue to handle 50% of all
remaining 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 4
In this example, 200 email are received after business hours. The CCC chose to handle all email received
during and after business hours linearly. The Linearly option divides all email received during and 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 4) the agents process 50 email received after business hours for the
previous day and 10 additional email for a total of 50 email. The agents continue to handle 40 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 5
In this example, 200 email are received after business hours. The CCC chose to handle all email received
during and after business hours non-linearly. The Non-Linearly option schedules the agents to handle
50% of the email received after business hours and 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, the agents are expected to complete the remaining email.
Figure 3 Handling Email: Example 3
Figure 4 Handling Email: Example 4
No Deferring
Non-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: 140
Total handled: 110
Total handled: 125
Total handled: 145
08:00 08:30 09:00 09:30 10:00
100 email handled
(50% of email)
50 email handled
(50% of email)
25 (50% of email)
25 (email complete)
Email Received after Business Hours
Email Received during Business Hours
Linearly
Linearly
40 received, 10 handled
60 received, 40 handled
(10 + 30)
80 received, 80 handled
(10 + 30 + 40)
120 received,
140 handled
(10 +20 + 40 + 60)
Total handled: 50
Total handled: 80
Total handled: 120
Total handled: 180
08:00 08:30 09:00 09:30 10:00
40 email handled 40 email handled
40 email handled
40 email handled
Email Received after Business Hours
Email Received during Business Hours