Release Notes

Release Notes for Cisco Workforce Management 8.2(2)
Documentation Updates
During the first half hour (Figure 5) the agents process 100 email received after business hours for the
previous day and 20 additional email for a total of 120 email. The agents continue to handle 50% of email
received after business hours during each remaining half hour. The agents also handle all 50% of email
received during each half hour. During the last half hour in the work shift, the agents complete the
remaining email.
Example 6
In this example, 200 email are received after business hours. The CCC chose to handle all email received
during business hours linearly and after business hours non-linearly. Linearly divides all email received
during business hours by the number of half hours in the work shift to determine the number of email
handled during each half hour. The Non-Linearly option schedules the agents to handle 50% of the email
received after business hours 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.
During the first half hour (Figure 6) the agents process 100 email received after business hours for the
previous day and 10 additional email for a total of 110 email. The agents continue to handle 50% of email
received after business hours during each remaining half hour in the work shift. During the last half hour
in the work shift, the agents complete the remaining email.
Generating an Email Forecast without Trends
The following topic was omitted from page 161 in the Workforce Management Administrator User
Guide.
Figure 5 Handling Email: Example 5
Figure 6 Handling Email: Example 6
Non-Linearly
Non-Linearly
40 received, 20 handled
60 received, 40 handled
(10 + 30)
80 received, 60 handled
(5 + 15 + 40)
120 received,
102 handled
(6 +7 + 20 + 80)
Total handled: 120
Total handled: 90
Total handl ed: 85
Total handled: 127
08:00 08:30 09:00 09:30 10:00
100 email handled
(50% of contacts)
50 email handled
(50% of the rest)
25 (50% of email)
25 (email complete)
Email Received after Business Hours
Email Received during Business Hours
Linearly
Non-Linearly
40 received, 10 handled
60 received, 40 handled
(10 + 30)
80 received, 80 handled
(10 + 30 + 40)
120 received,
140 handled
(10 +30 + 40 + 80)
Total handled: 110
Total handled: 90
Total handled: 105
Total handled: 165
08:00 08:30 09:00 09:30 10:00
100 email handled
(50% of contacts)
50 email handled
(50% of the rest)
25 (50% of email)
25 (email complete)
Email Received after Business Hours
Email Received during Business Hours