Release Notes

Release Notes for Cisco Workforce Management 8.2(2)
Documentation Updates
To schedule agents to respond to email:
1. Create a CSQ mapping for responding to email (see “Creating a CSQ Mapping” on page 47 for
instructions).
2. Create a CSQ with a CSQ Type of Email (see “Creating a CSQ” on page 53 for instructions).
Note You can create a CSQ for each type of email you want your agents to handle (for example, sales
or IT help desk email).
3. Assign the CSQ to a CSQ mapping (see “Assigning CSQs to CSQ Mapping” on page 51 for
instructions).
4. Enter the historical email volume for the CSQ (see “Entering Historical Data Manually” on page
252 for instructions).
5. Create a distribution by specifying a start and end date from your historical reference period. (see
“Generating a Call Distribution” on page 138 and “Editing a Call Distribution” on page 141 for
instructions).
6. Generate a forecast without trends for the CSQ using reference dates for which you have historical
data (see
“Generating an Email Forecast without Trends” for instructions).
7. Create work shifts for the agents to handle email (see “Creating a Work Shift” on page 103 for
instructions).
8. Assign the work shift to a agent (see “Assigning Work Shifts” on page 120 for instructions).
9. Create a schedule for the agents to handle email (see “Creating a Schedule” on page 185 for
instructions).
Scheduling Agents to Support Chat Services
Use the following method to schedule agents to support chat services:
To schedule agents to support chat services:
1. Create a CSQ mapping for supporting chat (see “Creating a CSQ Mapping” on page 47 for
instructions).
2. Create a CSQ with a CSQ Type of Calls (see “Creating a CSQ” on page 53 for instructions).
Note Chat, like calls, are handled in real-time.
Note You can create an CSQ for each type of chat service you want your agents to handle (for
example, sales or IT help desk chat services).
3. Assign the CSQ to a CSQ mapping (see “Assigning CSQs to CSQ Mapping” on page 51 for
instructions).
4. Enter the historical chat volume for the CSQ (see “Entering Historical Data Manually” on page 252
for instructions).
5. Create a distribution by specifying a start and end date from your historical reference period. (see
“Generating a Call Distribution” on page 138 and “Editing a Call Distribution” on page 141 for
instructions).