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Hi Lisa,In response to your first question, Genesys Cloud forecasting allows you to import a forecast from a flat file. This is the fourth option under "Creation Method" when you add a forecast. If you need to merge volume from Genesys Cloud and another ACD then you could create an Automatic Best Method forecast in Genesys Cloud, export it, merge the data and then import the merged forecast. You could also just use forecast modifications in the Genesys Cloud forecast as another approach to add the external volume to the Genesys Cloud forecast.For your second question, this is something that we are planning to add as part of Long-Term Planning in WFM to allow you to see staffing requirements along with hiring plans and do what-if analysis without actually scheduling agents. As you noted, however, the only place to see staffing requirements in WFM today is in the schedule view once a schedule is generated.I hope this helps!Thank you,
Hi Lisa,We are still in the process of designing the long-term planning features including staffing requirements and what-if features so I don't have an availability date yet for those but we will be sure to let the community know when those features are coming.Related to the forecasting merge the export and import parts are outlined here:https://help.mypurecloud.com/articles/export-a-short-term-forecast/https://help.mypurecloud.com/articles/add-a-new-short-term-forecast/The merge part would have to be done manually in excel and you would have to be careful to make sure the AHT is properly weighted by volume from each platform. The resulting file would have to still match the file spec.Are you migrating queues to Genesys Cloud? Is this a transition period type of item or is it something that will be ongoing? If the majority/all of your volume is coming from the external ACD (ie, the queue is not migrated yet) then you could just completely create the forecast externally in excel and then upload it.Let me know if you have other questions and I will try to help out!Thanks,Chris
Thanks for the additional articles. I will definitely read and let you know if I have questions.
Yes we are migrating out of InContact to PureCloud. I have been able to upload a forecast, but couldn't figure out how to blend. I thought I might have to do this in Excel and bring back into the forecast. Thanks for confirming.
Today, I ran two models (Best Method and Weighted Averages) on a weekly forecast. Being new to the tool we have had to get some agent behaviors under control with ACW. This was fixed three weeks ago with a timer set to kick agents back in queue at 30 seconds. We have seen much better results.
With that said I have been looking at the last 3 weeks of data only.
In Best Method, calls were higher but AHT was really inflated. With the recent updates to scheduling I can no longer see the variances between ATT and ACW since it is bundled. I am not sure that I like that feature when I am trying to normalize spikes.
In Weighted Avg, calls are lower, but AHT is more realistic.
What is interesting is in both models calls are off by 20% compared to actuals for the month of May. Any idea how I could research this?
Final question, are there different levels of WFM products within the Geneysis portfolio? I am used to a report that shows schedule deviations by half hour with required staffing but have not been able to find a similar report.
I really appreciate your insight. I am new to the company and trying to develop a WFM program from scratch.
Operations Director – Workforce Management
Thanks you for your feedback and expertise. Is there more in depth formal training on Scheduling available? The more I dig the more questions I have. I feel that if I could have a one hour consult with a Genesys Scheduling expert it would quickly build my confidence and troubleshooting skills. I feel like by not knowing certain things I spin my wheels.
I will definitely review.
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