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WFM schedules and updated forecasts

  • 1.  WFM schedules and updated forecasts

    Posted 14 days ago

    Hello,

    After the initial generation of a forecast and schedule, it appears that any changes made to the forecast aren't reflected in the schedule forecast details view.

    I had a bit of a dig around using the Developer tool and noticed that the schedule only refers to the first version of the forecast.

    Is this a bug, or is there a workaround?

    The obvious issue is that forecasts can change once the schedule has been published (i.e. 5 weeks out), arguably a forecaster should be updating the forecast right up until the day, even on the day. If the scheduler can't see the updated forecast values then there's a big disconnect and this creates massive issues in scheduling the right people at the right times.

    Cheers


    #QualityManagement

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    Will Bellerby
    Pyrios NZ Ltd
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  • 2.  RE: WFM schedules and updated forecasts

    Top 25 Contributor
    Posted 14 days ago
    Hi Will

    I wonder if this is the scenario/reason where we'd need to use the reschedule option icon within the schedule.  So if a forecaster/WFM admin has updated something which impacts on the forecast (not entirely sure what - maybe planning group/service level config?) perhaps they need to also be going into the schedule and do a reschedule update t pick up those changes.

    My concern with this type of thing is what type of notice agents would get around shift changes due to a forecast or other change.  If someone's constantly checking and updating the forecast up to the minute, then I wonder if there's a risk someone would come into work only to find out their shift was rescheduled overnight?

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    Vaun McCarthy
    NTT New Zealand Limited
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  • 3.  RE: WFM schedules and updated forecasts

    Posted 14 days ago
    Thanks Vaun,

    The problem with rescheduling is that all the non-automated work rule activities which are manually added in would need to be redone.
    You'd have to take a copy of the schedules before rescheduling to copy from etc., which is very time-consuming.

    You could also generate a new schedule using the same forecast (which does pick up the updated forecast data), the above scenario (and yours) still applies though.

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    Will Bellerby
    Pyrios NZ Ltd
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  • 4.  RE: WFM schedules and updated forecasts

    GCAP Member
    Posted 13 days ago
    We've done some testing with this feature as our forecast is changed daily. We also need to maintain manual changes as we have plenty. The reschedule option did bring in the modified forecast, which was our goal, and was visible by impacting the number of agents required. What we found that if we didn't have any flexibility in our workplans, just some breaks/lunches were moved. For more radical schedule changes you need to setup workplans with flexible start/end and a wider range for hours per day/week.

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    Greg Barrett
    Outdoor Network, LLC
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  • 5.  RE: WFM schedules and updated forecasts

    GENESYS
    Posted 13 days ago

    > "The problem with rescheduling is that all the non-automated work rule activities which are manually added in would need to be redone."
    This is not true if you select the Do not reschedule manually modified shifts check box.

    You can also constrain intraday rescheduling to really do no changes to the schedule by deselecting all activities, choosing options that do not modify certain aspects (e.g., manually modified, daily paid time, etc.).

    https://help.mypurecloud.com/articles/initiate-an-intraday-reschedule/

    It is very intentional that the schedule doesn't reflect any changes in the forecast unless an intraday reschedule is done.



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    Jay Langsford
    Senior Director, Workforce Optimization Engineering
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  • 6.  RE: WFM schedules and updated forecasts

    Posted 12 days ago

    Perhaps an option in the actions menu to "reload forecast" could be added?

    In this way only the forecast is changed, the schedule remains the same until you actively reschedule...



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    Andrew Doller
    Aioi Nissay Dowa Insurance Australia Pty Ltd
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  • 7.  RE: WFM schedules and updated forecasts

    Posted 9 days ago
    I'm with Andrew on this one, what if for whatever reason I can't reschedule my agents but I need to see the updated forecast?

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    Will Bellerby
    Pyrios NZ Ltd
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  • 8.  RE: WFM schedules and updated forecasts

    Posted 9 days ago
    @Jay Langsford https://genesyscloud.ideas.aha.io/ideas/CLWFO-I-442

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    Will Bellerby
    Pyrios NZ Ltd
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