Campaign pooling

Campaign pooling allows you to use employees from one campaign Collection of scheduling periods in WFM, which are defined time periods where specific employees target specific workloads. to work on a secondary campaign, based on the business needs of both campaigns. Use campaign pooling Feature in WFM that allows scheduling employees to work at locations other than their primary location. to achieve service goals Goals in WFM that allow determining how quickly work should be handled, including service level, Average Speed to Answer (ASA), and deadline goals. by taking advantage of a larger pool of eligible employees when scheduling needs arise. Employees who help with the workload in secondary campaigns are referred to as poolers Term in WFM that defines employees who can be scheduled to work for their primary organization and also for multiple secondary organizations to support campaign pooling..

Employees can be assigned to work on more than one campaign at one time on an intra-day or inter-day basis.

In a campaign, there are two types of employees who can be scheduled:

Non-pooled employees: Employees who are scheduled to work at their primary location only.
Pooled employees: Employees who are scheduled to work for their primary campaign with some scheduling holes. The scheduler can then fill the demand of other campaigns with these employees, who pool to other campaigns for scheduling needs.

Intra-Day and Inter-Day campaign pooling

Employees can be scheduled to pool into secondary campaigns on an intra-day basis (part of one day), or for certain shift Work period in WFM that has a definite length. events. This scheduling works when employees do not have to move physically from one branch to another to perform the activity Core component of both schedules and time records in Workforce Management (WFM). When an employee performs any kind of work, activities specify the scheduled work and capture employee adherence to their schedule..

Alternatively, employees can be scheduled to pool into secondary campaigns on an inter-day basis (from one day to the next). For example, an employee is assigned to the secondary campaign for the whole day.

For pooling intervals (whole day shifts or partial day shift events), employees are dedicated to the secondary campaign. They are not scheduled to work on the primary campaign. For other intervals on that day and for other days in the scheduling period, poolers can be assigned to work on the primary campaign.

Campaign pooling rules

Verify that the following rules are applied when setting up campaign pooling:

Pooled employees must have appropriate skills tied to their profiles.
Pooled employees must have appropriate media types tied to their available work patterns.
The scheduling periods that a profile can pool between must have the exact same lengths.

Employees in one campaign and pooled for another

If one campaign contains employees that can be pooled in another campaign, ensure that there are working schedules for both campaigns:

Generate the schedule for the first campaign.
Set the service level Set percentage of interactions in WFM that are handled in a defined unit of time. for the first campaign.
Generate the schedule for the second campaign.

This schedule establishes the service level requirements for the second campaign.
Recalculate the statistics for the first campaign.
Regenerate the schedule for the second campaign.

This schedule pulls in any released poolers from the first campaign into the second campaign.
Then, recalculate the statistics for the service level of the second campaign.
Recalculate the statistics for the first campaign.

This recalculation synchronizes all changes related to poolers on the two campaigns.