Hi Rob, If outbound calls are actioned while the user is in a Wrap code then this may be picked up as the AHT is the average of the Talk Time and Wrap Time added together. Actioning work inbetween calls will not have any impact unless they are not using Wrap when required and Wrapping outside
We work our Bank Holidays in the same way, with people volunteering, but this would not be included in shrinkage as they do not get a day off or additional holiday. Therefore the bank holidays are entirely separate like yours and therefore do not have an impact on planned shrinkage overall. The
In some ways, the design and structure of WFM systems does not vary from one to another. They all offer some functionality around scheduling, forecasing, real time and reporting - the key is how you use it. We have associations with many of the WFM vendors - and I have to admit to not knowing this
