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Advanced Shrinkage issue

  • 1.  Advanced Shrinkage issue

    Posted 10-25-2024 08:19
    Edited by Naresh Bhageloe 10-25-2024 08:23

    Hi, 

    For a week now, we have been experiencing an issue with the advanced shrinkage. When I adjust the shrinkage, the service levels in the intraday are no longer updated. Previously, this worked properly. If I set the shrinkage to 10%, 0%, or 50%, the service levels remain the same. Is anyone else experiencing this issue? Has anyone perhaps found a solution? Thank you in advance.


    #WorkforceManagement

    ------------------------------
    Naresh Bhageloe
    ------------------------------



  • 2.  RE: Advanced Shrinkage issue

    Posted 10-29-2024 09:47

    Hi Naresh, 

    Thank you for reaching out. In this situation, I would consider raising a case through Customer Care, especially since this has worked previously. 

    Take Care,



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



  • 3.  RE: Advanced Shrinkage issue

    Posted 11-25-2024 10:30

    Hi, Could you please provide an ETA for the fix on this issue. Not helpfull for one of the larger accounts in Benelux



    ------------------------------
    Peter Brouwer
    account manager
    ------------------------------



  • 4.  RE: Advanced Shrinkage issue

    Posted 10-30-2024 07:53
    Edited by Mike Corley 10-30-2024 08:05

    Hi,

    Noticed it's the same issue for us. No matter what shrinkage i put in and refresh the intraday it doesn't adjust the forecast service level. The over/understaffing changes in the schedules but does not reflect in the intraday.

    regards

    Mike



    ------------------------------
    Mike Corley
    Benenden Health
    ------------------------------



  • 5.  RE: Advanced Shrinkage issue

    Posted 10-30-2024 11:21

    Hello Mike, 

    Thank you for sharing that you also see the same behaviour with the intraday screen and shrinkage. I have brought this to the attention of our engineering teams so they can take a look. I will give you an update once I hear back from them. 



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



  • 6.  RE: Advanced Shrinkage issue

    Posted 11-05-2024 05:57

    Hi Daniel, do you have an update? We have reported this issue trough customer care, but until now still no solution. 



    ------------------------------
    Naresh Bhageloe
    - WFM Specialist -
    ------------------------------



  • 7.  RE: Advanced Shrinkage issue

    Posted 11-06-2024 11:55

    Hello, our engineering team has looked into this issue and is working on a solution.  I don't have an estimated timeframe for the solution yet but I will post another update here once I have more information.

    Thank you again for bringing this to our attention.



    ------------------------------
    Belinda Herrera
    Genesys, Staff Product Manager
    ------------------------------



  • 8.  RE: Advanced Shrinkage issue

    Posted 11-25-2024 12:30

    Hello,

    Update: We are estimating that a fix will be in place in approximately 8 weeks.  Week of January 20th.  I will post another update if anything changes.



    ------------------------------
    Belinda Herrera
    Genesys, Staff Product Manager
    ------------------------------



  • 9.  RE: Advanced Shrinkage issue

    Posted 12 days ago

    Hi, 

    Any update on this please. The date has passed and the forecasted S/L still does not reflect changes to Shrinkage figure. 

    thanks

    Mike Corley (Benenden)



    ------------------------------
    Mike Corley
    NABenenden HealthcareUnited Kingdom
    ------------------------------



  • 10.  RE: Advanced Shrinkage issue

    Posted 12 days ago

    Hello @Mike Corley,

    I apologize for not posting an update before now.  As you have noticed, we ran into a little bit of a delay in getting this one released.  The new estimated release for this is by the end of next week.  I will be sure to post an update next week on the status.

    Thank you!



    ------------------------------
    Belinda Herrera
    Genesys, Staff Product Manager
    ------------------------------



  • 11.  RE: Advanced Shrinkage issue

    Posted 4 days ago

    Update: We are still testing this fix and therefore the release will be delayed.  Our best estimate at this point is by end of next week but I will post another update next week with a status.

    Thank you for your patience.



    ------------------------------
    Belinda Herrera
    Genesys, Staff Product Manager
    ------------------------------



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