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  • 1.  Email - Forecasts of opening hours and Service Goals for working days only

    Posted 05-16-2025 09:59
    No replies, thread closed.

    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

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    Heather Henderson
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  • 2.  RE: Email - Forecasts of opening hours and Service Goals for working days only

    Posted 05-16-2025 10:19
    No replies, thread closed.

    Great question! We are seeing this from a number of our clients too.



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    Paul McCluskey
    WFM Consultant
    Sabio Group
    UK
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  • 3.  RE: Email - Forecasts of opening hours and Service Goals for working days only

    Posted 05-16-2025 11:35
    No replies, thread closed.

    We have queues for Emails and Afterhours Emails with specific operational hours set. This way, our WFM will pull correctly for forecasting and scheduling. I just verified mine to see if it offers agent needs to me during after hours, and it does not.

    When you configured your Business Unit, you only put in your hours of operation, correct? When you have your hours of operation set in the business units and then your management units, it should correct this for you.



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    Amy Sessions
    Division Manager, Utility Customer Service
    City of Clearwater
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  • 4.  RE: Email - Forecasts of opening hours and Service Goals for working days only

    Posted 05-19-2025 03:00
    No replies, thread closed.

    Hi Amy, thanks for replying, but no, I have not entered my hours of operation in the Business Unit config. I can choose a time zone and a start day of week, but I don't have anywhere to configure opening hours. I also can't see anything in the Resource Center about this. I'd be most grateful if you can point me in the right direction with this one. TIA.



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    Heather Henderson
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    Original Message


  • 5.  RE: Email - Forecasts of opening hours and Service Goals for working days only

    Posted 05-19-2025 15:37
    No replies, thread closed.

    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



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    Adam Strang
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