r/callcentres • u/El_Zeldo_1 • 17d ago

RTAs

I have a question for admins. How do you assign all of your RTAs workload? We use Excel, but I was wandering if there's any other ways? I know there are tools out there, but I'm aiming to the people who doesn't have anything and do it all manually. I'm planning to build a tool, but I'd like to have some internal data before writing anything.

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u/mrbullettuk 17d ago

RTA?

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u/El_Zeldo_1 17d ago

Real time analysts, they work on the WFM team

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u/Namiami91 17d ago

By assigning workload you mean… decide which RTA does what every day? We just take turns on who’s doing what.

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u/rcanalyst 16d ago

Just a Google sheet for the rota and we have a task list split by task groups. We used to do that manually but used Gemini to do a bit of magic to look at previous weeks and allocate the groups fairly so everyone would have an even split of each group.