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------------------------------