A place to ask questions, connect with others, and stay in the know
We are a BOP and need to provide the hours requirements (by interval) to our clients based on our volume forecast. In the forecaster it only shows that we can export volume and AHT by interval, but I'm not seeing the ability to export the hours requirements to cover those. Is there a way to export those requirements within the forecast? I do see that the requirements show in Scheduling, but not feasible to run schedules just to get the requirements if a forecast is not live yet.
Jamie I know there is an Idea to add hours/FTE to Forecasts. Our work around is to generate a forecast for a future planning period to get the predicted volume. Since the period is too far out you can't generate a schedule. Then we build a new forecast close to the current date and "adjust" the volume to meet that long term forecast. We can then use this current forecast to generate a schedule and get the hours we need. Takes some extra work but better than excel.
Check out the Genesys Knowledge Network - your all-in-one access point for Genesys resources
Every year, Genesys® orchestrates more than 70 billion remarkable customer experiences for organizations in more than 100 countries. Through the power of our cloud, digital and AI technologies, organizations can realize Experience as a Service℠, our vision for empathetic customer experiences at scale. With Genesys, organizations have the power to deliver proactive, predictive, and hyper personalized experiences to deepen their customer connection across every marketing, sales, and service moment on any channel, while also improving employee productivity and engagement. By transforming back-office technology to a modern revenue velocity engine Genesys enables true intimacy at scale to foster customer trust and loyalty.