Hi Heather, whilst I am still relatively new to the role of WFM and may not exactly know the correct answer, one thing that our organization does is, by using the email "Flow" to only deliver emails during certain times. Although we are a 24 hour business, we do not want our agents working on emails during peak times, so we have set up a "flow" that essentially holds emails in the queue between certain hours and then only delivers to agents once the peak times are over.
By doing this, the staffing requirements during the peak hours is only reflective based on the number of expected calls.
The other thing is to zero out the emails in the forecast outside of business hours, i.e if your business hours were say 9 to 5, then ensuring that the forecast reads no emails outside of these hours.
Hope this helps
------------------------------
Adam Strang
------------------------------
Original Message:
Sent: 05-16-2025 09:58
From: Heather Henderson
Subject: Email - Forecasts of opening hours and Service Goals for working days only
I am wondering if anyone has any advice on how to manage this in Genesys please?
As emails arrive outside of opening hours, the forecast is suggesting I need agents at times they are not, and cannot, work. I am looking for a solution to ensure resource requirements match my opening hours.
And on the same thread, the service goal for the organisation is three working days, so I am looking to understand how I can create that so that weekends are not included.
Any advice would be greatly appreciated.
Heather
#Workforce Management
#Forecasting
------------------------------
Heather Henderson
------------------------------