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  • 1.  Forecasting SL / GOS in WFM

    Posted 01-10-2022 23:13
    Hi Community - Happy New Year to you all!

    We've had a question from a customer and I'm not sure if it actually makes sense, but here goes!

    • Is it possible to forecast the expected GOS (Service Level?) on a future date within Genesys WFM?

    In simple terms, WFM is supposed to forecast the staffing required to meet SL/GOS based on Call Volume; that is, Staffing is the *dependent* variable, not GOS!

    Any thoughts?

    #Ask Me Anything (AMA)

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    Thanks and regards,
    Malcolm Green
    Nexon Asia Pacific
    malcolm.green@nexon.com.au
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  • 2.  RE: Forecasting SL / GOS in WFM

    Posted 01-11-2022 00:32
    PS - this is potentially a 'What If' Analysis.

    That is, having already forecasted the staffing for a given Call Volume and Target SL, what would the SL be if the Staffing reduced by 10%.

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    Thanks and regards,
    Malcolm Green
    Nexon Asia Pacific
    malcolm.green@nexon.com.au
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  • 3.  RE: Forecasting SL / GOS in WFM

    Posted 01-12-2022 17:39
    Hi Malcolm,

    You can see the forecasted Service Level on the Intraday Monitoring view. That said you won't get this information until a schedule is published because that's when the staffing information comes along.

    On your follow-up reply, I'm not aware of an easy way to see a forecasted service level based on staffing changes. Following this thread to see what ideas people have.

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    Ramon Szeitszam
    Spark New Zealand
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