Workforce Engagement Management

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  • 1.  Coaching Scheduling - What forecast is being used?

    Posted 04-07-2022 13:35
    No replies, thread closed.
    With the new Coaching Scheduling feature, users can schedule a coaching session based on the best times provided by WFM. Is there any where that references what forecast is being used?

    I'm wondering, specifically, if the forecast includes assumed shrinkage like the schedule view has, and if it's focusing on the specific planning groups the agent is a part of or if it's the forecast for the overall management unit. 


    #CoachingandTraining
    #Forecasting/Decisions
    #Scheduling
    #WorkforceManagement

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    Trey Smith
    Bright Horizons Family Solutions LLC
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  • 2.  RE: Coaching Scheduling - What forecast is being used?

    GENESYS
    Posted 04-08-2022 06:06
    No replies, thread closed.
    Hi Trey

    Thanks for reaching out.

    Right now we're looking at the schedule the Agent is on, so for instance as you say we're essentially using the staffing difference that you're able to see on the schedule itself.

    At the moment we aren't looking down at a Planning Group level, rather total excess staff available. Longer term we'd plan to take more information into account to get slot information, so at this point the slots offered would be more granular.

    If you have any details of how this would need to work for you please reach out or add to the Ideas portal, so we can take your needs into account for future developments.

    Hope this helps

    Thanks again

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    Andrew Boland
    Genesys - Employees
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    Original Message


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