Hi Sorin,
Sorry for the delay, I have just come across the question - have you had a response elewhere?
If not, I have a couple of questions:
1. Are you using hours with non-interrupted time or Interrupted time or using business days?
2. Are you adding in an intial value?
3. Do you split the volumes and staffing?
------------------------------
Tracy
Genesys
------------------------------
Original Message:
Sent: 12-13-2019 04:44
From: Sorin Lionte
Subject: Required staffing for deferred activities
I have a potential problem with the WFM app for deferred activities as it generate the required staffing for backlog on the first interval of the planning period. See the picture below.
In real environment, we won't be able to match the scheduled with the required. So I was thinking if it is a way to distribute the backlog across the larger period like 3-5 days?
Or alternatively, do you have any suggestion how I should proceed with the planning when I have a large backlog of more than 3000 interactions?
We have the Genesys WFM on premises, Version 8.5.210.02
Thanks,
Sorin
#WorkforceManagement
------------------------------
Sorin Lionte
Orange Romania SA
------------------------------