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  • 1.  Forecast volumes outside the workplan

    Posted 01-30-2024 11:41

    Hi Team,

    I am creating a forecast and I can see a volumes been forecasted outside the working hours, (Work Plan).
    Is there any way to restrict the interval to be forecasted?

    Thanks


    #Forecasting

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    Leonel Gibin
    eDreams International Network, SL
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  • 2.  RE: Forecast volumes outside the workplan

    Posted 01-30-2024 13:07

    Leonel, are you saying that you are seeing forecasted interactions outside your "working hours"?  For example, agents work 8-5, but you're seeing interactions forecasted for before and after these times? 

    The most common reason I've seen this is because we have planning groups for "callbacks" and "emails." Callbacks and emails are the most common interaction types to come in "whenever" including during closed hours. If you filter those planning groups out (or don't create planning groups for them at all) you will likely see that you're forecasted interactions fall closer within your business hours. 

    If this does not work for you, I would examine what it is forecasting for (what planning groups/route paths), review historical data to see why we're forecasting at that time (testing data?), and adjust queue schedules to match if necessary.

    Otherwise, if all else fails, you can add a modification to any times outside of business hours setting the offered to 0. 



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    Shelby Cronk
    C1
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    Original Message


  • 3.  RE: Forecast volumes outside the workplan

    Posted 01-31-2024 09:53

    From my understanding, Genesys does not currently allow us to set hours of operations in the forecasts but rather relies on the historical interactions to forecast.  I believe there is an Idea out there to get this parameter added, as I remember voting for it at one time. 

    It bugs me, but we also get those out-of-hours interactions occuring in the interval immediately after closing.  Our center closes at 2300 so the last interval I would expect to see interactions is the 2230 interval.  But, if calls come into the IVR at 22:59 and take 60 seconds to make it through the IVR, they hit the queue after 2300 and now I have a call offered in the "Closed" interval.  We also sometimes have interactions that may have started in the 2230 interval but end in interval after we are closed.  From what I have seen, both those things can cause forecasting in the closed intervals.  



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    Gina Palmer
    Manager, Workforce Management
    Papa, Inc.
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    Original Message


  • 4.  RE: Forecast volumes outside the workplan
    Best Answer

    Posted 02-01-2024 12:08

    Hi All, 

    yes at the moment the Workforce Management forecasts and schedules are based on the historical interaction volumes, while in theory, the routing schedule/business hours should prevent this it doesn't always work out as planned.

    There is an idea, WEM-I-832, for using the operational and holiday hours within Workforce Management, forecasting, scheduling and time off processes.
    Please take time to read through the idea and add your votes, comments and use cases.

    Paul



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    Paul Wood
    Product Manager for Genesys Cloud Workforce Management
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    Original Message


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