Hi, 
Does Adherence have any impact on number of agents scheduled by WFM tool? I have met with an information that Scheduling engine "learns" the agent's behavior and may use this knowledge in the scheduling process. To be more specific, when agent's Adherence metric on particular account is relatively low (for example agents are often late for work) the Scheduler may have a tendency to schedule more agents to make sure GOS is met. Is it true? If Yes, how big this impact would be? And is it somehow connected with Shrinkage added to the Total Shrinkage adjusted forecast on queue hours needed provided in the Schedule Summary? (Note that Advanced Shrinkage in Management Unit for this account is set to 20%, so should be 4550 hours, not 4700 if it would be calculated from MU setup)

Thank you in advance.

Hi, 
Does Adherence have any impact on number of agents scheduled by WFM tool? I have met with an information that Scheduling engine "learns" the agent's behavior and may use this knowledge in the scheduling process. To be more specific, when agent's Adherence metric on particular account is relatively low (for example agents are often late for work) the Scheduler may have a tendency to schedule more agents to make sure GOS is met. Is it true? If Yes, how big this impact would be? And is it somehow connected with Shrinkage added to the Total Shrinkage adjusted forecast on queue hours needed provided in the Schedule Summary? (Note that Advanced Shrinkage in Management Unit for this account is set to 20%, so should be 4550 hours, not 4700 if it would be calculated from MU setup)

Thank you in advance.

Hello Krzysztof, 

This may be the same situation as the other post you made. When there is no assignment on a planning group, the system returns 0% shrinkage. You would need to open a care ticket to confirm this is the case in your situation.

I hope this helps!

------------------------------
Daniel Chapdelaine,
Product Manager, WFM Forecasting
Genesys - Employees

Original Message:
Sent: 01-24-2024 11:41
From: Krzysztof Zatorski
Subject: Adherence and its impact

Hi, 
Does Adherence have any impact on number of agents scheduled by WFM tool? I have met with an information that Scheduling engine "learns" the agent's behavior and may use this knowledge in the scheduling process. To be more specific, when agent's Adherence metric on particular account is relatively low (for example agents are often late for work) the Scheduler may have a tendency to schedule more agents to make sure GOS is met. Is it true? If Yes, how big this impact would be? And is it somehow connected with Shrinkage added to the Total Shrinkage adjusted forecast on queue hours needed provided in the Schedule Summary? (Note that Advanced Shrinkage in Management Unit for this account is set to 20%, so should be 4550 hours, not 4700 if it would be calculated from MU setup)

Thank you in advance.

#WorkforceManagement

------------------------------
Krzysztof Zatorski
Capgemini Poland
------------------------------

Hello @Daniel Chapdelaine, similarly to my reply regarding shrinkage - I would like to know if within the tool there is such "Adherence learning ability" designed or not? and whether it has impact on scheduling or not?
Moreover, please note that in my particular example from the original post, difference between forecast on queue hrs needed and shrinkage adjusted hrs needed is over 900 hours, so it is definitely not 0%.
I will be very grateful for help here.

------------------------------
Krzysztof Zatorski
Capgemini Poland

Original Message:
Sent: 01-31-2024 13:35
From: Daniel Chapdelaine
Subject: Adherence and its impact

Hello Krzysztof, 

This may be the same situation as the other post you made. When there is no assignment on a planning group, the system returns 0% shrinkage. You would need to open a care ticket to confirm this is the case in your situation.

I hope this helps!

------------------------------
Daniel Chapdelaine,
Product Manager, WFM Forecasting
Genesys - Employees

Original Message:
Sent: 01-24-2024 11:41
From: Krzysztof Zatorski
Subject: Adherence and its impact

Hi, 
Does Adherence have any impact on number of agents scheduled by WFM tool? I have met with an information that Scheduling engine "learns" the agent's behavior and may use this knowledge in the scheduling process. To be more specific, when agent's Adherence metric on particular account is relatively low (for example agents are often late for work) the Scheduler may have a tendency to schedule more agents to make sure GOS is met. Is it true? If Yes, how big this impact would be? And is it somehow connected with Shrinkage added to the Total Shrinkage adjusted forecast on queue hours needed provided in the Schedule Summary? (Note that Advanced Shrinkage in Management Unit for this account is set to 20%, so should be 4550 hours, not 4700 if it would be calculated from MU setup)

Thank you in advance.

#WorkforceManagement

------------------------------
Krzysztof Zatorski
Capgemini Poland
------------------------------

Hello @Daniel Chapdelaine, similarly to my reply regarding shrinkage - I would like to know if within the tool there is such "Adherence learning ability" designed or not? and whether it has impact on scheduling or not?
Moreover, please note that in my particular example from the original post, difference between forecast on queue hrs needed and shrinkage adjusted hrs needed is over 900 hours, so it is definitely not 0%.
I will be very grateful for help here.

------------------------------
Krzysztof Zatorski
Capgemini Poland

Original Message:
Sent: 01-31-2024 13:35
From: Daniel Chapdelaine
Subject: Adherence and its impact

Hello Krzysztof, 

This may be the same situation as the other post you made. When there is no assignment on a planning group, the system returns 0% shrinkage. You would need to open a care ticket to confirm this is the case in your situation.

I hope this helps!

------------------------------
Daniel Chapdelaine,
Product Manager, WFM Forecasting
Genesys - Employees

Original Message:
Sent: 01-24-2024 11:41
From: Krzysztof Zatorski
Subject: Adherence and its impact

Hi, 
Does Adherence have any impact on number of agents scheduled by WFM tool? I have met with an information that Scheduling engine "learns" the agent's behavior and may use this knowledge in the scheduling process. To be more specific, when agent's Adherence metric on particular account is relatively low (for example agents are often late for work) the Scheduler may have a tendency to schedule more agents to make sure GOS is met. Is it true? If Yes, how big this impact would be? And is it somehow connected with Shrinkage added to the Total Shrinkage adjusted forecast on queue hours needed provided in the Schedule Summary? (Note that Advanced Shrinkage in Management Unit for this account is set to 20%, so should be 4550 hours, not 4700 if it would be calculated from MU setup)

Thank you in advance.

#WorkforceManagement

------------------------------
Krzysztof Zatorski
Capgemini Poland
------------------------------

Hello Krzysztof,

I will attempt to answer your first half of the question.  There isn't an "Adherence" learning ability.  What we do have is historical agent efficiency and customer patience curve that is built in to the simulation models that generate the raw requirements.  The schedules are generated based on these requirements.  The specific example you gave of an agent that tends to be late often so therefore the system may add more staff to that timeframe to ensure the SGO are met is not accurate.  The MU shrinkage for that interval(s) would have to be adjusted to account for that in order for the scheduler to add more staff during that time.  The historical adherence in no way affects the shrinkage.  I hope that helps.

Hello @Daniel Chapdelaine, similarly to my reply regarding shrinkage - I would like to know if within the tool there is such "Adherence learning ability" designed or not? and whether it has impact on scheduling or not?
Moreover, please note that in my particular example from the original post, difference between forecast on queue hrs needed and shrinkage adjusted hrs needed is over 900 hours, so it is definitely not 0%.
I will be very grateful for help here.

------------------------------
Krzysztof Zatorski
Capgemini Poland

Original Message:
Sent: 01-31-2024 13:35
From: Daniel Chapdelaine
Subject: Adherence and its impact

Hello Krzysztof, 

This may be the same situation as the other post you made. When there is no assignment on a planning group, the system returns 0% shrinkage. You would need to open a care ticket to confirm this is the case in your situation.

I hope this helps!

------------------------------
Daniel Chapdelaine,
Product Manager, WFM Forecasting
Genesys - Employees

Original Message:
Sent: 01-24-2024 11:41
From: Krzysztof Zatorski
Subject: Adherence and its impact

Hi, 
Does Adherence have any impact on number of agents scheduled by WFM tool? I have met with an information that Scheduling engine "learns" the agent's behavior and may use this knowledge in the scheduling process. To be more specific, when agent's Adherence metric on particular account is relatively low (for example agents are often late for work) the Scheduler may have a tendency to schedule more agents to make sure GOS is met. Is it true? If Yes, how big this impact would be? And is it somehow connected with Shrinkage added to the Total Shrinkage adjusted forecast on queue hours needed provided in the Schedule Summary? (Note that Advanced Shrinkage in Management Unit for this account is set to 20%, so should be 4550 hours, not 4700 if it would be calculated from MU setup)

Thank you in advance.

#WorkforceManagement

------------------------------
Krzysztof Zatorski
Capgemini Poland
------------------------------

Hi @Belinda Herrera, thank you very much for adherence explanation. Can you share a few more words regarding historical agent efficiency and customer patience curve that is built in to the simulation models that generate the raw requirements please?

Thank you in advance.

Hello Krzysztof,

I will attempt to answer your first half of the question.  There isn't an "Adherence" learning ability.  What we do have is historical agent efficiency and customer patience curve that is built in to the simulation models that generate the raw requirements.  The schedules are generated based on these requirements.  The specific example you gave of an agent that tends to be late often so therefore the system may add more staff to that timeframe to ensure the SGO are met is not accurate.  The MU shrinkage for that interval(s) would have to be adjusted to account for that in order for the scheduler to add more staff during that time.  The historical adherence in no way affects the shrinkage.  I hope that helps.

Hello @Daniel Chapdelaine, similarly to my reply regarding shrinkage - I would like to know if within the tool there is such "Adherence learning ability" designed or not? and whether it has impact on scheduling or not?
Moreover, please note that in my particular example from the original post, difference between forecast on queue hrs needed and shrinkage adjusted hrs needed is over 900 hours, so it is definitely not 0%.
I will be very grateful for help here.

------------------------------
Krzysztof Zatorski
Capgemini Poland

Original Message:
Sent: 01-31-2024 13:35
From: Daniel Chapdelaine
Subject: Adherence and its impact

Hello Krzysztof, 

This may be the same situation as the other post you made. When there is no assignment on a planning group, the system returns 0% shrinkage. You would need to open a care ticket to confirm this is the case in your situation.

I hope this helps!

------------------------------
Daniel Chapdelaine,
Product Manager, WFM Forecasting
Genesys - Employees

Original Message:
Sent: 01-24-2024 11:41
From: Krzysztof Zatorski
Subject: Adherence and its impact

Hi, 
Does Adherence have any impact on number of agents scheduled by WFM tool? I have met with an information that Scheduling engine "learns" the agent's behavior and may use this knowledge in the scheduling process. To be more specific, when agent's Adherence metric on particular account is relatively low (for example agents are often late for work) the Scheduler may have a tendency to schedule more agents to make sure GOS is met. Is it true? If Yes, how big this impact would be? And is it somehow connected with Shrinkage added to the Total Shrinkage adjusted forecast on queue hours needed provided in the Schedule Summary? (Note that Advanced Shrinkage in Management Unit for this account is set to 20%, so should be 4550 hours, not 4700 if it would be calculated from MU setup)

Thank you in advance.

#WorkforceManagement

------------------------------
Krzysztof Zatorski
Capgemini Poland
------------------------------