Thanks @Jay Langsford.
I'd also add to your questions:
- What are your service goals?
- Have you set Service Goal Impact constraints globally at the Business Unit level or specifically at the Service Goal Template level?
- it is worth remembering that if you have a service level goal of answering 80% of calls in 30 seconds and you are using a Service Goal Impact of 5%, Acitivty Plans will only look for times when a session can be scheduled and the resulting service level is not less than 72% (80-5%)
- Is the Activity Plan looking to schedule individual sessions or group sessions?
- do the minimum group sizes related to the number of staff you might have available, if your SLA allows for 5 people to be scheduled and the minimum group size is 7, no session will be found that meet the constraints.
- Is there a limit to the maximum number of sessions or the maximum number of simultaneous sessions?
As Jay advised if there is nothing that stands out raising a support ticket is the best next step.
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Paul Wood
Product Manager for Genesys Cloud Workforce Management
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Original Message:
Sent: 02-27-2025 07:48
From: Jay Langsford
Subject: Activity Planner - how does it manage SL
How many planning groups do you have? How homogeneous are your staff compared with your load? I.e., do you have very few different capabilities among agents with very few different types of load or do you have many different types of agents with many types of smaller volume types of load?
The less homogeneous your environment the less rolled up statistics across all planning groups, the less they mean. Just as an example you could see a low SL top-level number and the individuals in the activity plan may not contribute at all to an improvement if the activity plan did not pick that time. I would caution in hand/eye optimization using rolled up numbers unless you are a very homogeneous environment.
If nothing is obvious, I would recommend opening a support ticket so proper investigation can occur.
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Jay Langsford
VP, R&D
Original Message:
Sent: 11-20-2024 10:21
From: Chandni Kara
Subject: Activity Planner - how does it manage SL
I'm struggling to understand how the activity planner schedules in activities. As per the below suggestion I set the service level allowance to drop by 5%
"For MUST-have activities, you might find a custom impact that allows the service goal to go slightly under your lowest threshold works best.
- default = allow service goal to be reduced by 10%
- MUST-have = allow service goal to be reduced by 20%
For NICE to have activities, you might find a custom impact that uses a tighter service goal range provides better overall results.
- default = allow service goal to be reduced by 10%
- NICE to have = allow service goal to be reduced by 5%"
However I found it doesn't seem to schedule the activities where there looks to be more availability/higher SL% achieved. In the below screen shot you can see it's scheduled in an activity (in green) - where the adjusted difference with shrinkage shows as -9 and the SL%'s are also showing lower in this interval than others. Why did it schedule it there? I'm struggling to understand why it's chosen that interval when others look a better option!
#WorkforceManagement
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Chandni Kara
MIS admin coordinator
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