Hi Vaun - This is not something I've done on this platform but is something I've had to do in past roles. I think there is a dependency on understanding what type of caller you have. For example, do you have a sticky caller that has to contact you, or do they have options to call a competitor.
For a sticky caller, like a technical support interaction or billing, you might expect the overall volume of daily/weekly calls to stay the same, just truncated into fewer work intervals. So you could just proportionally inflate the remaining logging periods volume forecast as to balance overall volume. Anyway you slice it, it seems like a manual modification on each forecast is the name of the game.
For a non-sticky caller, like sales interaction, you might just need to end up with the previous open hours being forecasted but non-staffed.
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Raymond Hicks
Sutter Health
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Original Message:
Sent: 11-10-2021 13:47
From: Vaun McCarthy
Subject: Forecast after hours have changed?
Hi guys
In Genesys Cloud - how have you approached a forecast/schedule build when the hours for a contact centre have changed? ie were originally 9am-9pm but are now only 9am-5pm.
Forecasts include historical calls that came in between 5pm and 9pm but those calls will no longer be relevant going forward as the contact centre is now closed during those times.
Doing a manual modification on each forecast seems a painful way of dealing with it, and I guess maybe another way is to just leave those forecast calls in the forecast but end up with them being non-staffed due to workplan etc constraints only scheduling to 5pm anyway?
#Workforce Engagement Management
#WorkforceManagement
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Vaun McCarthy
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