Hi there,

We are attempting to understand the difference in the various statistics in WFM, namely between Scheduled, Calculated and Forecasted. For example, calculated staffing vs scheduled staffing (I assume this is "Coverage"), what are the main differences?

In the scenario involving staffing, understanding this will help us know how many staff the forecasting engine predicts we need for each interval, versus the actual number we are scheduling on.

I have combed through quite a few Genesys guides, but the descriptions are not very helpful unfortunately.

Any help is appreciated.

Thanks!
Tang

Hi there,

We are attempting to understand the difference in the various statistics in WFM, namely between Scheduled, Calculated and Forecasted. For example, calculated staffing vs scheduled staffing (I assume this is "Coverage"), what are the main differences?

In the scenario involving staffing, understanding this will help us know how many staff the forecasting engine predicts we need for each interval, versus the actual number we are scheduling on.

I have combed through quite a few Genesys guides, but the descriptions are not very helpful unfortunately.

Any help is appreciated.

Thanks!
Tang

Hi Tracy,

Thank you for your prompt response. This is primarily on the Performance > Intra-Day page, but these measures can be found in various parts of WFM (for example, Contact Centre Performance Report, Schedule > Master Schedule > Intra-Day etc.)

Thank you.

Tang

Hi there,

We are attempting to understand the difference in the various statistics in WFM, namely between Scheduled, Calculated and Forecasted. For example, calculated staffing vs scheduled staffing (I assume this is "Coverage"), what are the main differences?

In the scenario involving staffing, understanding this will help us know how many staff the forecasting engine predicts we need for each interval, versus the actual number we are scheduling on.

I have combed through quite a few Genesys guides, but the descriptions are not very helpful unfortunately.

Any help is appreciated.

Thanks!
Tang

Hi Tracy,

Thank you for your prompt response. This is primarily on the Performance > Intra-Day page, but these measures can be found in various parts of WFM (for example, Contact Centre Performance Report, Schedule > Master Schedule > Intra-Day etc.)

Thank you.

Tang

Hi there,

We are attempting to understand the difference in the various statistics in WFM, namely between Scheduled, Calculated and Forecasted. For example, calculated staffing vs scheduled staffing (I assume this is "Coverage"), what are the main differences?

In the scenario involving staffing, understanding this will help us know how many staff the forecasting engine predicts we need for each interval, versus the actual number we are scheduling on.

I have combed through quite a few Genesys guides, but the descriptions are not very helpful unfortunately.

Any help is appreciated.

Thanks!
Tang

Hi Tracy,

Thank you for sending this through. It unfortunately does not provide detailed explanation on the measures. For example, Staffing - Calculated is defined as "The number of agents per timestep for each activity. Taken from the Master Schedule" whereas Coverage is defined as "Number of agents scheduled for each activity" in the same table. Reading these definitions, I'm unsure how they are actually calculated/ defined, and what their differences are, and subsequently what scenarios to use each of the measure.

Is there other information that explains this a little better?

Thank you for your ongoing support.

Regards,

Tang

Hi Tracy,

Thank you for your prompt response. This is primarily on the Performance > Intra-Day page, but these measures can be found in various parts of WFM (for example, Contact Centre Performance Report, Schedule > Master Schedule > Intra-Day etc.)

Thank you.

Tang

Hi there,

We are attempting to understand the difference in the various statistics in WFM, namely between Scheduled, Calculated and Forecasted. For example, calculated staffing vs scheduled staffing (I assume this is "Coverage"), what are the main differences?

In the scenario involving staffing, understanding this will help us know how many staff the forecasting engine predicts we need for each interval, versus the actual number we are scheduling on.

I have combed through quite a few Genesys guides, but the descriptions are not very helpful unfortunately.

Any help is appreciated.

Thanks!
Tang

Hi Tracy,

Thank you for your prompt response. This is primarily on the Performance > Intra-Day page, but these measures can be found in various parts of WFM (for example, Contact Centre Performance Report, Schedule > Master Schedule > Intra-Day etc.)

Thank you.

Tang

Hi there,

We are attempting to understand the difference in the various statistics in WFM, namely between Scheduled, Calculated and Forecasted. For example, calculated staffing vs scheduled staffing (I assume this is "Coverage"), what are the main differences?

In the scenario involving staffing, understanding this will help us know how many staff the forecasting engine predicts we need for each interval, versus the actual number we are scheduling on.

I have combed through quite a few Genesys guides, but the descriptions are not very helpful unfortunately.

Any help is appreciated.

Thanks!
Tang

Hi Tracy,

Thank you for your prompt response. This is primarily on the Performance > Intra-Day page, but these measures can be found in various parts of WFM (for example, Contact Centre Performance Report, Schedule > Master Schedule > Intra-Day etc.)

Thank you.

Tang

Hi there,

We are attempting to understand the difference in the various statistics in WFM, namely between Scheduled, Calculated and Forecasted. For example, calculated staffing vs scheduled staffing (I assume this is "Coverage"), what are the main differences?

In the scenario involving staffing, understanding this will help us know how many staff the forecasting engine predicts we need for each interval, versus the actual number we are scheduling on.

I have combed through quite a few Genesys guides, but the descriptions are not very helpful unfortunately.

Any help is appreciated.

Thanks!
Tang

Hi Tracy,

Thank you for your prompt response. This is primarily on the Performance > Intra-Day page, but these measures can be found in various parts of WFM (for example, Contact Centre Performance Report, Schedule > Master Schedule > Intra-Day etc.)

Thank you.

Tang

Hi there,

We are attempting to understand the difference in the various statistics in WFM, namely between Scheduled, Calculated and Forecasted. For example, calculated staffing vs scheduled staffing (I assume this is "Coverage"), what are the main differences?

In the scenario involving staffing, understanding this will help us know how many staff the forecasting engine predicts we need for each interval, versus the actual number we are scheduling on.

I have combed through quite a few Genesys guides, but the descriptions are not very helpful unfortunately.

Any help is appreciated.

Thanks!
Tang

Hi Tracy,

Thank you for your prompt response. This is primarily on the Performance > Intra-Day page, but these measures can be found in various parts of WFM (for example, Contact Centre Performance Report, Schedule > Master Schedule > Intra-Day etc.)

Thank you.

Tang

Hi there,

We are attempting to understand the difference in the various statistics in WFM, namely between Scheduled, Calculated and Forecasted. For example, calculated staffing vs scheduled staffing (I assume this is "Coverage"), what are the main differences?

In the scenario involving staffing, understanding this will help us know how many staff the forecasting engine predicts we need for each interval, versus the actual number we are scheduling on.

I have combed through quite a few Genesys guides, but the descriptions are not very helpful unfortunately.

Any help is appreciated.

Thanks!
Tang

Hi Tracy,

Thank you for your prompt response. This is primarily on the Performance > Intra-Day page, but these measures can be found in various parts of WFM (for example, Contact Centre Performance Report, Schedule > Master Schedule > Intra-Day etc.)

Thank you.

Tang

Hi there,

We are attempting to understand the difference in the various statistics in WFM, namely between Scheduled, Calculated and Forecasted. For example, calculated staffing vs scheduled staffing (I assume this is "Coverage"), what are the main differences?

In the scenario involving staffing, understanding this will help us know how many staff the forecasting engine predicts we need for each interval, versus the actual number we are scheduling on.

I have combed through quite a few Genesys guides, but the descriptions are not very helpful unfortunately.

Any help is appreciated.

Thanks!
Tang