Workforce Engagement Management

Love the long term forecast tool. Replacing all my spreadsheets with real data I can easily dig deeper into. One of the big concerns with long term forecasting is not only getting the volume correct, but what is the impact on headcount. How can we display an estimated headcount during the forecast process to prevent us from generating a schedule just for that number? 

Submitted by @Greg Barrett | Call Center Manager | Outdoor Network

#AskMeAnything(AMA)

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Melissa Ly
Genesys - Employees
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Hi Greg! Thanks for reaching out.

The scheduling process considers the number of agents based on the requirements determined by your forecast. When you generate a load-based schedule, the system uses the data from the forecast to produce that a schedule that matches the requirements with as few paid hours as possible. This is a process that happens automatically, so there is no real way of visualizing a headcount before a schedule is generated. You could possibly generate the schedule and delete it, if it doesn't accommodate your needs. In which case, you'd have to modify your forecast to arrive at a more accurate headcount.

Good news, though: You're a big part of our development process! The Product Ideas Lab is a great place to see and vote on what other customers are thinking for forecasting and scheduling tools, or to raise ideas of your own.

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Marcela Areiza
Product Marketing/Management Manager
Genesys - Employees
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Hi Greg, 

We are working on additional ways to view workload vs. requirements as part of a long term planning effort.  As of now you can see forecast vs. scheduled agents by generating a schedule, in the schedule view.  This is an active area of focus for us to display this information in more places to make it easier to do what-if analysis etc.

Thank you,

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Christopher Johnson
Genesys - Employees
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