Genesys Cloud - Main

Hi all, hate to throw out some Avaya terminology, but is there a performance report that shows the average number of agents staffed for a queue, interval, day, etc?  I'd like to start calculating the over/under staffing number to begin forecasting service levels and capacity planning.  Any tips on how you are leveraging the PureCloud platform to do this out of the box would be great!

Thanks!
Matt

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Avaya definition:
Average Pos Staff Description: The total average positions staffed. Calculation name: <avg_pos_staff_sum> Calculation: sum(I_STAFFTIME)/sum(INTRVL * 60)</avg_pos_staff_sum>
#Reporting/Analytics

You are describing the out-of-the-box functionality provided by the Workforce Management feature of Genesys Cloud. There is no standard report you can run to see the data you want, but it is all encompassed within the Short-term Forecast you can generate from the UI. It requires that you set up everything needed, such as Management Groups and licensing and such. 

You can probably use something like PureInsights (in the AppFoundry) to build the reports you want, but that is not out-of-the-box.

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George Ganahl GCP (PureCloud), ICCE
Principal Technology Consultant
Genesys
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There is also an enhancement request out there to see the agent requirements on the forecast not the generated schedule.

• CLWFO-I-302 

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Greg Barrett
Outdoor Network, LLC
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Original Message:
Sent: 02-24-2020 05:16
From: George Ganahl
Subject: "Average POS Staffed"

You are describing the out-of-the-box functionality provided by the Workforce Management feature of Genesys Cloud. There is no standard report you can run to see the data you want, but it is all encompassed within the Short-term Forecast you can generate from the UI. It requires that you set up everything needed, such as Management Groups and licensing and such.

You can probably use something like PureInsights (in the AppFoundry) to build the reports you want, but that is not out-of-the-box.

------------------------------
George Ganahl GCP (PureCloud), ICCE
Principal Technology Consultant
Genesys
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Please note that the idea 302 was merged with https://purecloud.ideas.aha.io/ideas/CLWFO-I-314 

Idea 314 has 16 votes at the moment.

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Dan Fontaine
Altivon
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Original Message:
Sent: 02-24-2020 09:11
From: Greg Barrett
Subject: "Average POS Staffed"

There is also an enhancement request out there to see the agent requirements on the forecast not the generated schedule.

• CLWFO-I-302 

------------------------------
Greg Barrett
Outdoor Network, LLC
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Original Message:
Sent: 02-24-2020 05:16
From: George Ganahl
Subject: "Average POS Staffed"

You are describing the out-of-the-box functionality provided by the Workforce Management feature of Genesys Cloud. There is no standard report you can run to see the data you want, but it is all encompassed within the Short-term Forecast you can generate from the UI. It requires that you set up everything needed, such as Management Groups and licensing and such.

You can probably use something like PureInsights (in the AppFoundry) to build the reports you want, but that is not out-of-the-box.

------------------------------
George Ganahl GCP (PureCloud), ICCE
Principal Technology Consultant
Genesys