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Scheduling engine - WFM

  • 1.  Scheduling engine - WFM

    Top 25 Contributor
    Posted 24 days ago
    Edited by Anouk van Gaalen 24 days ago
    Hi everyone,

    Does anybody know how the scheduling engine from PureCloud WFM works? We really need to explain to our management how the engine works, how the forecasted numbers are created. Even as the scheduled numbers. What is the focus of priority in case of availability, skills, queues attached to the agents, simulation, etc.
    It would be more than great if there is some text from Genesys which helps us to understand PureCloud WFM.

    Thanks in forward,
    Anouk
    #ForecastingandScheduling/Decisions

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    Anouk van Gaalen
    KPN B.V.
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  • 2.  RE: Scheduling engine - WFM

    GENESYS
    Posted 24 days ago
    Hi Anouk,
    We'd recommend you get started with this article from the Resource Center: https://help.mypurecloud.com/articles/add-a-new-short-term-forecast/

    You can also find more information on the Resource Center on the different capabilities of Genesys Cloud WFM.

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    Marcela Areiza
    Genesys - Employees
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  • 3.  RE: Scheduling engine - WFM

    Top 25 Contributor
    Posted 21 days ago

    Hi Marcela,

    You gave me some information about how the forecasted volumes and AHT are possible.
    However, where I am looking for is answer on the question how the scheduling engine from PureCloud WFM works. How the forecasted FTE are created (erlang, ACD simulation (and which formula and/of order of different items are taking into account).

    Would you please get back to me? Thanks in forward.

    Kind regards,

    Anouk



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    Anouk van Gaalen
    KPN B.V.
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  • 4.  RE: Scheduling engine - WFM

    GENESYS
    Posted 21 days ago
    Edited by Jay Langsford 20 days ago

    Because multi-contact type and multi-staff type environments are so complex, the forecast staffing requirement is not a simple calculation (e.g., base staffingrequirements) and nor does it use a simple formula (e.g., Erlang-C). Instead a proprietary process is used that utilizes mathematical modeling, mathematical optimization, linear programming, discrete event simulation, and heuristics. The scheduling engine attempts to produce a realistic minimal set of agents based on actual agents that could handle the given load - the number shown is how many of those agents, it took to meet service performance goals.

    We are attempting to determine the staff needed to answer interactions within a service level goal, not merely handle them. This makes the relationship between total work time and the required staff non-linear.

    If we assumed that the calls arrived perfectly spaced out, then the staffing number would be linearly related to the total work time. Unfortunately, calls arrive randomly - the arrival pattern will have clumps and sparse areas. To achieve a goal of 80% of calls answered in 20 seconds, we have to consider the probability that an agent will be available in time, not merely consider if the agents have enough time to handle the interaction.

    In addition, our software takes into account abandonment - callers will hang up if forced to wait beyond their level of patience. It also takes into account how the contact center has been run historically - factoring in things like adherence and conformance, non-business unit resources handling business unit interactions, business unit resources handling interactions outside of the business unit, and other operational behaviors, both good and bad.



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    Jay Langsford
    Senior Director, Workforce Optimization Engineering
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  • 5.  RE: Scheduling engine - WFM

    Top 25 Contributor
    Posted 20 days ago
    Hi Jay,

    Thanks for your reply. Totally clear.

    Kind regards,
    Anouk

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    Anouk van Gaalen
    KPN B.V.
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