Hi Daniel,
So my dilemma is not necessarily what happens in the future, but rather what happens with all the historical data.
For example lets say I have a planning group that I have been using for 9 months. We find that starting next week we need to add a new queue to that planning group. So we build the queue, add it to the planning group, create a forecast and schedule for next week with that queue created. That next week is great and will be fine. However, the forecast for the Service Level and Number of Agents for the historical stats for the last 9 months is now 0 since the planning group no longer matches what was previously forecasted and scheduled. So to get the data back, it sounds like I would have to delete the old forecasts and schedules and then rebuild the schedules to match what they were previously so that the adherence numbers are the same. There is no way I want to take that level of admin work on.
Either not many of your customers ever change planning groups, or maybe the don't track the forecast vs. the actual historically for these metrics (unless they take the time to take the forecasted data out of the system for every planning group each week). I don't want to have to pull data out of a system and track it manually. I feel the system should be smart and agile enough to account for changes over time.
I know it's not my job to solution, but I think the system needs effective dates for changes to people, planning groups, etc. I can say that the WFM system we came from gave us that ability so we could always view the data in the context of the setup at the given time and not based on today's configuration.
------------------------------
Jason Lorden
Independent Health Association, Inc.
------------------------------
Original Message:
Sent: 05-03-2021 13:07
From: Daniel Rickwalder
Subject: Changes to Planning Groups and Historical Data
Hi Jason, yes you would need to create a new schedule too. so Ideally you would plan ahead for a new quue and prepare in advance. If you get suprised by a new queue during an existing published schedule week then you could republish, but you would need to add in all manual changes. or you would have to live without the new queue forecast that week.
------------------------------
Daniel Rickwalder
Genesys
Original Message:
Sent: 04-21-2021 11:13
From: Jason Lorden
Subject: Changes to Planning Groups and Historical Data
We are relatively new to Genesys (about a year or so now) and recently we ran into an issue around planning groups and data. When we launched WEM on Genesys we setup our planning groups as our business was designed at the time. Recently we made a change to who takes calls from specific queues and found some queues that were no longer used so we deleted them. In making these changes some of our agents no longer fell into a planning group so when we looked at the data on the intraday view, it was showing 0's for several values. We identified the issue and changed the queues that were assigned to the planning groups, but the data didn't change. We came to find out that the forecasts and schedules are based on the planning groups that were configured at the time they are created (fixed values), but the planning groups themselves change when you make changes to them (dynamic). So now all the historical and future forecasts and schedules that have already been created are based on the original planning group structures and therefore are showing 0's for things like the forecasted Service Level, Agents, etc. so we can not tell how we did forecast vs actual.
Has anyone else run into this issue or have any ideas on how to prevent data loss when queues/planning groups need to change? The only way I can think to prevent this from happening in the future would be to make each queue it's own planning group, but with hundreds of queues, this feels like an administrative nightmare.
In our previous system, we were able to apply date rules around these types of changes. So I could say the planning group contained these queues from 1/1/2021 to 4/4/2021 and then effective 4/5/2021 it contained these queues, so we would never lose historical data.
#Performance Management
#Scheduling
#Workforce Engagement Management
------------------------------
Jason Lorden
Independent Health Association, Inc.
------------------------------