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  • 1.  Forecasted Requirements are lower than the workload given

    Posted 12-24-2024 09:55
    No replies, thread closed.

    Hello, 

    We're having a problem in the company where we're getting less requirements than the workload specified.  The parameter we're using is just ASA 30, but it has no logic of needing less staff than the given workload. How can we fix this?

    Planning Group Daily Requirements (HRS) Workload (HRS) OCCUPANCY
    Planning Group 1 361.63 405.73 112%
    Planning Group 2 13,811.06 16,035.38 116%
    Planning Group 3 2,001.64 2,303.75 115%
    Grand Total 16,174.33 18,744.86 116%

    #Forecasting
    #Scheduling

    ------------------------------
    Javier Ledesma
    NA
    ------------------------------


  • 2.  RE: Forecasted Requirements are lower than the workload given

    Posted 01-03-2025 03:58
    No replies, thread closed.

    Hi @Javier Ledesma,

    Welcome to the community.  It will be hard to tell what is happening without the details behind it. I believe your company have a case open with Product Support and they have requested the details of the forecast and screenshots to investigate further.

    I would recommend providing the details on the case so that the support engineer can look into it.



    ------------------------------
    Sam Jillard
    Online Community Manager/Moderator
    Genesys - Employees
    ------------------------------



  • 3.  RE: Forecasted Requirements are lower than the workload given

    Posted 01-03-2025 10:37
    No replies, thread closed.

    A few things you should check.  First, in the MU, what shrinkage percentage do you have?  In the forecast, what is it showing for the actuals versus forecasted for previous time periods?  Also, I would check you planning groups to ensure that the skills are being considered correctly.  The None does not mean don't consider skills, but that the interaction has no skills assigned.  



    ------------------------------
    Robert Wakefield-Carl
    ttec Digital
    Sr. Director - Innovation Architects
    Robert.WC@ttecdigital.com
    https://www.ttecDigital.com
    https://RobertWC.Blogspot.com
    ------------------------------



  • 4.  RE: Forecasted Requirements are lower than the workload given

    Posted 02-05-2025 09:33
    No replies, thread closed.

    Thank you, Robert, I'll check that and let you know the outcome. 



    ------------------------------
    Javier Ledesma
    NA
    ------------------------------

    Original Message


  • 5.  RE: Forecasted Requirements are lower than the workload given

    Posted 02-06-2025 07:32
    No replies, thread closed.

    Where are the two sets of requirement columns coming from?

    https://help.mypurecloud.com/faqs/why-are-staffing-requirements-higher-or-lower-than-expected/ 

     



    ------------------------------
    Jay Langsford
    VP, R&D
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  • 6.  RE: Forecasted Requirements are lower than the workload given

    Posted 02-14-2025 11:26
    No replies, thread closed.

    Hello,

    I recommend reviewing your Average Handle Time (AHT) as well to ensure it aligns with your staff's performance. Additionally, consider whether any agents within the management unit occasionally work offline, as this can impact your forecast.



    ------------------------------
    Robert Gacula, Manager, Workforce Management Team
    American Specialty Health
    RobertG@ASHN.com CA, San Diego.
    ------------------------------



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