You are describing the out-of-the-box functionality provided by the Workforce Management feature of Genesys Cloud. There is no standard report you can run to see the data you want, but it is all encompassed within the Short-term Forecast you can generate from the UI. It requires that you set up everything needed, such as Management Groups and licensing and such.
You can probably use something like PureInsights (in the AppFoundry) to build the reports you want, but that is not out-of-the-box.
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George Ganahl GCP (PureCloud), ICCE
Principal Technology Consultant
Genesys
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Original Message:
Sent: 02-23-2020 15:41
From: Matt Keleshian
Subject: "Average POS Staffed"
Hi all, hate to throw out some Avaya terminology, but is there a performance report that shows the average number of agents staffed for a queue, interval, day, etc? I'd like to start calculating the over/under staffing number to begin forecasting service levels and capacity planning. Any tips on how you are leveraging the PureCloud platform to do this out of the box would be great!
Thanks!
Matt
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Avaya definition:
Average Pos Staff Description: The total average positions staffed. Calculation name: <avg_pos_staff_sum> Calculation: sum(I_STAFFTIME)/sum(INTRVL * 60)</avg_pos_staff_sum>
#Reporting/Analytics