Deferred work overview

Deferred work includes all interactions with a service level goal that is larger than the statistics interval of 15 minutes, and is primarily associated with email, where typical response time goals are a day or more. 

The system assumes agents use the time not occupied with other work to handle deferred work, up to a maximum occupancy you specify per management unit, between 1 and 100. The maximum occupancy for deferred work is the amount of time that can be filled for agents if they are able to handle both calls and deferred work. The default occupancy is 95. If agents only take calls or chats, this setting is ignored.

Example: If you set a service goal so that agents will likely handle calls for 85% of their time, and then set the maximum occupancy percentage for deferred work to 95%, then the scheduling engine adds enough deferred work to require up to 10% of the agents’ time. This feature allows agents configured to receive multiple interactions the ability to receive supplemental work while waiting for other interactions to arrive.

The system informs you if you have a media type that is not deferred work, but the service level objective is less than 15 minutes. The system should:

  • Enforce a service level of 100% for deferred work (where service level objective greater than 15 minutes).
  • Detect if service performance goals are for deferred work (where service level objective greater than 15 minutes) and inform the user if the media type is not deferred work (e.g., calls, chats).