Workforce Engagement Management

Good afternoon!

We forecast for WFM in Genesys Cloud for a team that handles solely digital interactions. The email forecast for how many people we need seems to be very high. Our service goal is set at 100% within 4 hours (only because we can't set it at 80% in that screen). The only days we aren't near 100% in SL are Mondays due to emails that come in over the weekend. Almost all intervals are 100% once we clear the overnight/weekend emails each day. We've been consistently coming in well over forecast in volume and sometimes in handle time over the past few weeks, so our schedule for next week is showing solid -4+ intervals in the difference lines, probably because it is catching up with that. But we've been handling this volume the same as any at near 100%. 

Has anyone experienced WFM forecasting a much higher need than reality for email interactions? Any solve?

Here are some examples. You can see we hit 90% SL yesterday vs the predicted 0%. I guarantee next Tuesday will be similar. This team has never come close to failing SL unless it was a Monday.

Yesterday:

Next Tuesday (because Mondays have the weekend emails):

#Forecasting
#Scheduling

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Angela Robinson
Senior Workforce Management Analyst
Alcon Vision LLC
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Hi Angela, 

I hope you are doing well! Unfortunately, it would be hard to diagnose why the forecast predicts higher demand for e-mail interactions. A lot goes into a forecast, so it can be hard to diagnose over a community post; Based on your screenshots and information, it would be beneficial to raise a case through product support so we can take a deeper look and explain the behaviour. It can be due to the amount of history and forecast type used in Genesys Cloud; if you use the Automatic Best Method, as we collect more history, it should smooth out and be closer to reality.

I'm very sorry for any inconvenience this may cause, but that is the best course of action. 

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Daniel Chapdelaine,
Product Manager, WFM Forecasting
Genesys - Employees
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Original Message:
Sent: 08-18-2023 17:32
From: Angela Robinson
Subject: Forecasting for email seems inaccurate

Good afternoon!

We forecast for WFM in Genesys Cloud for a team that handles solely digital interactions. The email forecast for how many people we need seems to be very high. Our service goal is set at 100% within 4 hours (only because we can't set it at 80% in that screen). The only days we aren't near 100% in SL are Mondays due to emails that come in over the weekend. Almost all intervals are 100% once we clear the overnight/weekend emails each day. We've been consistently coming in well over forecast in volume and sometimes in handle time over the past few weeks, so our schedule for next week is showing solid -4+ intervals in the difference lines, probably because it is catching up with that. But we've been handling this volume the same as any at near 100%. 

Has anyone experienced WFM forecasting a much higher need than reality for email interactions? Any solve?

Here are some examples. You can see we hit 90% SL yesterday vs the predicted 0%. I guarantee next Tuesday will be similar. This team has never come close to failing SL unless it was a Monday.

Yesterday:

Next Tuesday (because Mondays have the weekend emails):

#Forecasting
#Scheduling

------------------------------
Angela Robinson
Senior Workforce Management Analyst
Alcon Vision LLC
------------------------------