Thanks to your feedback we decided to make adjustments to the way we calculate staffing numbers per workstream when combined workstream is scheduled.
The change will take place on October 6, 2025.
What exactly is changing?
Current approach of distributing staffing numbers across workstreams composing the combined workstream is based on a formula that attempts to account for an increase in efficiency when working on multiple tasks at the same time.
The new approach to calculating staffing numbers for combined workstreams will equally spread agent’s work hours across the composing workstreams. For example:
A combined workstream consists of workstream A, B and C.
If an agent is assigned to all 3 workstreams, when scheduled to a combined workstream, each of the workstreams will get 0.33 counted in relevant intraday interval.If agents is assigned to just 2 out of 3, they will be counted as 0.5 for corresponding workstreams.
We highly value your feedback during the early access stage. Insights and suggestions are crucial for us, not only to improve the feature before its release but also to continue improving it after. Your input helps create a better experience for everyone.
Thank you!