Workforce Engagement Management

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  • 1.  Demand Profiles for Special Days

    Posted 24 days ago

    Hi All,

    We are a 24 x 7 Call Centre, and Mobile Workforce.

    In our old WFM Solution we had a thing called Special Days which we could apply to Public Holidays, The day after a Public Holiday, and Special Events.

    i.e. 25th December 2025 - I could link this Day to 25th Dec 2024, 25th Dec 2023 & 25th Dec 2022.

    The system would then copy those volumes and demand profiles to create a Unique forecast for the Public Holiday / Special Event.

    In Genesys, it appears that I cannot set the day as special, I have to create a forecast, where it considers any Public Holiday as a completely normal day.

    So the Upcoming Monday Public Holiday for us in Australia.

    I create the Forecast, and it considers it a Normal Monday.

    I then have to MANUALLY go in, Reduce the volume to what I think it should be, and then also go in and change the demand profile by dragging and dropping individual intervals (all 96 x 15 min intervals).

    Our normal Demand profile sees a peak in the mornings, and a peak in the afternoons.

    Public Holidays are generally a gradual increase until the middle of the day, then a gradual decline for the remainder.

    IF anyone knows a solution, I would love to hear how other 24x7 operations manage Public Holidays.


    #Forecasting

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    Wayde Masters
    Demand Forecasting & Resource Officer
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  • 2.  RE: Demand Profiles for Special Days

    Posted 21 days ago

    Yes, you can copy volumes from one day to another manually through an export and import - not the best answer for you I know.

    What you need is this idea to be implemented: Use Operating Schedules in Forecasts to | Genesys Cloud Ideas Portal

    One thing I have played with is an Activity Plan that set all agents off for a particular day.  Seemed to work well for a smaller number of agents but did not have a chance to try with over 200.  



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    Robert Wakefield-Carl
    ttec Digital
    Sr. Director - Innovation Architects
    Robert.WC@ttecdigital.com
    https://www.ttecDigital.com
    https://RobertWC.Blogspot.com
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