Workforce Engagement Management

Hi everyone,

I have a question about how Intraday Monitoring calculates Actual staffing counts within Genesys Cloud WFM.

If a planning group receives help from agents who are not normally part of that planning group and do not have a schedule assigned within it, but those agents log into the queue/skills and take interactions:

Will those agents appear in the "Actuals" count for staffing in Intraday Monitoring?
Or are Actuals limited only to agents who have a schedule in that specific planning group?

If there is any documentation explaining this behavior-especially how Actuals are tied to agent activity versus scheduling-I would appreciate a reference.

Also, If agents from outside the planning group do appear in Actuals, do they also impact:

Thank you in advance for your help.

Hi everyone,

I have a question about how Intraday Monitoring calculates Actual staffing counts within Genesys Cloud WFM.

If a planning group receives help from agents who are not normally part of that planning group and do not have a schedule assigned within it, but those agents log into the queue/skills and take interactions:

Will those agents appear in the "Actuals" count for staffing in Intraday Monitoring?
Or are Actuals limited only to agents who have a schedule in that specific planning group?

If there is any documentation explaining this behavior-especially how Actuals are tied to agent activity versus scheduling-I would appreciate a reference.

Also, If agents from outside the planning group do appear in Actuals, do they also impact:

Thank you in advance for your help.

Thank you, Jay, I appreciate the quick response and the links.

I reviewed the documentation, but I'm still unclear on one piece. The Intraday columns mention "agents on the schedule/in the BU/part of the planning group," but in real‑time operations there are often agents who jump in to help a queue even though they are:

• not on the schedule for that MU or planning group
• not normally part of that planning group
• but are still logging into the queue/skills and taking interactions

The part I'm trying to verify is this:

If those off‑group agents handle interactions, do they contribute to the Actuals shown in Intraday Monitoring (Actual Agents, SL impact, ASA, variance, occupancy, etc.)?
Or does Intraday strictly ignore them because they don't have a schedule inside that planning group?

The behavior we're seeing suggests that overflow or assisting agents seem to contribute to performance metrics, even when they are not scheduled in the MU's planning group, but I want to confirm whether that is expected.

Also, is there any reporting within Intraday (or elsewhere in Performance/Insights) that shows which specific agents contributed to Actual staffing for a given interval, even if they didn't have a schedule in that MU?

Thank you again for your help - just want to make sure our interpretation of the Intraday logic is correct.

Hi everyone,

I have a question about how Intraday Monitoring calculates Actual staffing counts within Genesys Cloud WFM.

If a planning group receives help from agents who are not normally part of that planning group and do not have a schedule assigned within it, but those agents log into the queue/skills and take interactions:

Will those agents appear in the "Actuals" count for staffing in Intraday Monitoring?
Or are Actuals limited only to agents who have a schedule in that specific planning group?

If there is any documentation explaining this behavior-especially how Actuals are tied to agent activity versus scheduling-I would appreciate a reference.

Also, If agents from outside the planning group do appear in Actuals, do they also impact:

Thank you in advance for your help.

Thank you, Jay, I appreciate the quick response and the links.

I reviewed the documentation, but I'm still unclear on one piece. The Intraday columns mention "agents on the schedule/in the BU/part of the planning group," but in real‑time operations there are often agents who jump in to help a queue even though they are:

• not on the schedule for that MU or planning group
• not normally part of that planning group
• but are still logging into the queue/skills and taking interactions

The part I'm trying to verify is this:

If those off‑group agents handle interactions, do they contribute to the Actuals shown in Intraday Monitoring (Actual Agents, SL impact, ASA, variance, occupancy, etc.)?
Or does Intraday strictly ignore them because they don't have a schedule inside that planning group?

The behavior we're seeing suggests that overflow or assisting agents seem to contribute to performance metrics, even when they are not scheduled in the MU's planning group, but I want to confirm whether that is expected.

Also, is there any reporting within Intraday (or elsewhere in Performance/Insights) that shows which specific agents contributed to Actual staffing for a given interval, even if they didn't have a schedule in that MU?

Thank you again for your help - just want to make sure our interpretation of the Intraday logic is correct.

Hi everyone,

I have a question about how Intraday Monitoring calculates Actual staffing counts within Genesys Cloud WFM.

If a planning group receives help from agents who are not normally part of that planning group and do not have a schedule assigned within it, but those agents log into the queue/skills and take interactions:

Will those agents appear in the "Actuals" count for staffing in Intraday Monitoring?
Or are Actuals limited only to agents who have a schedule in that specific planning group?

If there is any documentation explaining this behavior-especially how Actuals are tied to agent activity versus scheduling-I would appreciate a reference.

Also, If agents from outside the planning group do appear in Actuals, do they also impact:

Thank you in advance for your help.

Thank you, Jay, I appreciate the quick response and the links.

I reviewed the documentation, but I'm still unclear on one piece. The Intraday columns mention "agents on the schedule/in the BU/part of the planning group," but in real‑time operations there are often agents who jump in to help a queue even though they are:

• not on the schedule for that MU or planning group
• not normally part of that planning group
• but are still logging into the queue/skills and taking interactions

The part I'm trying to verify is this:

If those off‑group agents handle interactions, do they contribute to the Actuals shown in Intraday Monitoring (Actual Agents, SL impact, ASA, variance, occupancy, etc.)?
Or does Intraday strictly ignore them because they don't have a schedule inside that planning group?

The behavior we're seeing suggests that overflow or assisting agents seem to contribute to performance metrics, even when they are not scheduled in the MU's planning group, but I want to confirm whether that is expected.

Also, is there any reporting within Intraday (or elsewhere in Performance/Insights) that shows which specific agents contributed to Actual staffing for a given interval, even if they didn't have a schedule in that MU?

Thank you again for your help - just want to make sure our interpretation of the Intraday logic is correct.

Hi everyone,

I have a question about how Intraday Monitoring calculates Actual staffing counts within Genesys Cloud WFM.

If a planning group receives help from agents who are not normally part of that planning group and do not have a schedule assigned within it, but those agents log into the queue/skills and take interactions:

Will those agents appear in the "Actuals" count for staffing in Intraday Monitoring?
Or are Actuals limited only to agents who have a schedule in that specific planning group?

If there is any documentation explaining this behavior-especially how Actuals are tied to agent activity versus scheduling-I would appreciate a reference.

Also, If agents from outside the planning group do appear in Actuals, do they also impact:

Thank you in advance for your help.