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------------------------------
Wayde Masters
Demand Forecasting & Resource Officer
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