Hello,

When looking at a forecast for a period of time. Is there a way that the forecast can tell me how many FTE's I need for a certain planning group?

Every 6 months, I need to run an FTE report to determine if we are sufficiently or understaffed. I have ran a forecast for several weeks of data, but I can't seem to have the average calls/ AHT for the weeks combined. How am I able to determine the average calls and AHT for all 5 weeks? Can Cloud tell me based off of call volume and AHT how many required staff members I need for a day/week/month to meet my service level, instead of telling me how many I need each hour? How am I supposed to project staffing/hiring for the future? 

Hello,

When looking at a forecast for a period of time. Is there a way that the forecast can tell me how many FTE's I need for a certain planning group?

Every 6 months, I need to run an FTE report to determine if we are sufficiently or understaffed. I have ran a forecast for several weeks of data, but I can't seem to have the average calls/ AHT for the weeks combined. How am I able to determine the average calls and AHT for all 5 weeks? Can Cloud tell me based off of call volume and AHT how many required staff members I need for a day/week/month to meet my service level, instead of telling me how many I need each hour? How am I supposed to project staffing/hiring for the future? 

Hi Al, in Genesys Cloud WFM today you can see staffing requirements in the schedule module, so you will need to generate a schedule based on the forecast you are using to see staffing requirements.  These are available at the 15 min level in the schedule view.  (NOTE: you don't have to publish the schedule).

However, we also have a new feature coming targeting December 2024 called "Staffing Requirements"  This new module will allow you to select a forecast and generate weekly long term staffing requirements for up to 2yrs (based on the ABM forecast length).  You will also have the ability to include a shrinkage factor and define your FTE hours.  I've attached a slide on the feature for your review.  Here is the idea to track: https://genesyscloud.ideas.aha.io/ideas/WEFRC-I-61

Thank you,

Chris Johnson

Hello,

When looking at a forecast for a period of time. Is there a way that the forecast can tell me how many FTE's I need for a certain planning group?

Every 6 months, I need to run an FTE report to determine if we are sufficiently or understaffed. I have ran a forecast for several weeks of data, but I can't seem to have the average calls/ AHT for the weeks combined. How am I able to determine the average calls and AHT for all 5 weeks? Can Cloud tell me based off of call volume and AHT how many required staff members I need for a day/week/month to meet my service level, instead of telling me how many I need each hour? How am I supposed to project staffing/hiring for the future? 

Thanks Chris!

This is exactly what I am looking for. Would be amazing if we can get this developed by December. I will stay tuned. 

Thanks for the reply! 

Hi Al, in Genesys Cloud WFM today you can see staffing requirements in the schedule module, so you will need to generate a schedule based on the forecast you are using to see staffing requirements.  These are available at the 15 min level in the schedule view.  (NOTE: you don't have to publish the schedule).

However, we also have a new feature coming targeting December 2024 called "Staffing Requirements"  This new module will allow you to select a forecast and generate weekly long term staffing requirements for up to 2yrs (based on the ABM forecast length).  You will also have the ability to include a shrinkage factor and define your FTE hours.  I've attached a slide on the feature for your review.  Here is the idea to track: https://genesyscloud.ideas.aha.io/ideas/WEFRC-I-61

Thank you,

Chris Johnson

Hello,

When looking at a forecast for a period of time. Is there a way that the forecast can tell me how many FTE's I need for a certain planning group?

Every 6 months, I need to run an FTE report to determine if we are sufficiently or understaffed. I have ran a forecast for several weeks of data, but I can't seem to have the average calls/ AHT for the weeks combined. How am I able to determine the average calls and AHT for all 5 weeks? Can Cloud tell me based off of call volume and AHT how many required staff members I need for a day/week/month to meet my service level, instead of telling me how many I need each hour? How am I supposed to project staffing/hiring for the future? 

• Drag and drop single skill planning groups into a multi-skill model and let Cinareo identify the optimal mix to maximize impact and cost efficiency
• Determine when to recruit and train to mitigate the business impact of attrition while being sensitive to new hire learning curves, training schedules, and KPIs

Thanks Chris!

This is exactly what I am looking for. Would be amazing if we can get this developed by December. I will stay tuned. 

Thanks for the reply! 

Hi Al, in Genesys Cloud WFM today you can see staffing requirements in the schedule module, so you will need to generate a schedule based on the forecast you are using to see staffing requirements.  These are available at the 15 min level in the schedule view.  (NOTE: you don't have to publish the schedule).

However, we also have a new feature coming targeting December 2024 called "Staffing Requirements"  This new module will allow you to select a forecast and generate weekly long term staffing requirements for up to 2yrs (based on the ABM forecast length).  You will also have the ability to include a shrinkage factor and define your FTE hours.  I've attached a slide on the feature for your review.  Here is the idea to track: https://genesyscloud.ideas.aha.io/ideas/WEFRC-I-61

Thank you,

Chris Johnson

Hello,

When looking at a forecast for a period of time. Is there a way that the forecast can tell me how many FTE's I need for a certain planning group?

Every 6 months, I need to run an FTE report to determine if we are sufficiently or understaffed. I have ran a forecast for several weeks of data, but I can't seem to have the average calls/ AHT for the weeks combined. How am I able to determine the average calls and AHT for all 5 weeks? Can Cloud tell me based off of call volume and AHT how many required staff members I need for a day/week/month to meet my service level, instead of telling me how many I need each hour? How am I supposed to project staffing/hiring for the future? 

Hi @Karen Elliott I want to make sure I am understanding correctly.  Are you stating that Genesys has proactively resolved the gap in their tool by working with another company so we can buy another product to do what we would expect Genesys to do? 

• Drag and drop single skill planning groups into a multi-skill model and let Cinareo identify the optimal mix to maximize impact and cost efficiency
• Determine when to recruit and train to mitigate the business impact of attrition while being sensitive to new hire learning curves, training schedules, and KPIs

Thanks Chris!

This is exactly what I am looking for. Would be amazing if we can get this developed by December. I will stay tuned. 

Thanks for the reply! 

Hi Al, in Genesys Cloud WFM today you can see staffing requirements in the schedule module, so you will need to generate a schedule based on the forecast you are using to see staffing requirements.  These are available at the 15 min level in the schedule view.  (NOTE: you don't have to publish the schedule).

However, we also have a new feature coming targeting December 2024 called "Staffing Requirements"  This new module will allow you to select a forecast and generate weekly long term staffing requirements for up to 2yrs (based on the ABM forecast length).  You will also have the ability to include a shrinkage factor and define your FTE hours.  I've attached a slide on the feature for your review.  Here is the idea to track: https://genesyscloud.ideas.aha.io/ideas/WEFRC-I-61

Thank you,

Chris Johnson

Hello,

When looking at a forecast for a period of time. Is there a way that the forecast can tell me how many FTE's I need for a certain planning group?

Every 6 months, I need to run an FTE report to determine if we are sufficiently or understaffed. I have ran a forecast for several weeks of data, but I can't seem to have the average calls/ AHT for the weeks combined. How am I able to determine the average calls and AHT for all 5 weeks? Can Cloud tell me based off of call volume and AHT how many required staff members I need for a day/week/month to meet my service level, instead of telling me how many I need each hour? How am I supposed to project staffing/hiring for the future? 

Hi @Karen Elliott I want to make sure I am understanding correctly.  Are you stating that Genesys has proactively resolved the gap in their tool by working with another company so we can buy another product to do what we would expect Genesys to do? 

• Drag and drop single skill planning groups into a multi-skill model and let Cinareo identify the optimal mix to maximize impact and cost efficiency
• Determine when to recruit and train to mitigate the business impact of attrition while being sensitive to new hire learning curves, training schedules, and KPIs

Thanks Chris!

This is exactly what I am looking for. Would be amazing if we can get this developed by December. I will stay tuned. 

Thanks for the reply! 

Hi Al, in Genesys Cloud WFM today you can see staffing requirements in the schedule module, so you will need to generate a schedule based on the forecast you are using to see staffing requirements.  These are available at the 15 min level in the schedule view.  (NOTE: you don't have to publish the schedule).

However, we also have a new feature coming targeting December 2024 called "Staffing Requirements"  This new module will allow you to select a forecast and generate weekly long term staffing requirements for up to 2yrs (based on the ABM forecast length).  You will also have the ability to include a shrinkage factor and define your FTE hours.  I've attached a slide on the feature for your review.  Here is the idea to track: https://genesyscloud.ideas.aha.io/ideas/WEFRC-I-61

Thank you,

Chris Johnson

Hello,

When looking at a forecast for a period of time. Is there a way that the forecast can tell me how many FTE's I need for a certain planning group?

Every 6 months, I need to run an FTE report to determine if we are sufficiently or understaffed. I have ran a forecast for several weeks of data, but I can't seem to have the average calls/ AHT for the weeks combined. How am I able to determine the average calls and AHT for all 5 weeks? Can Cloud tell me based off of call volume and AHT how many required staff members I need for a day/week/month to meet my service level, instead of telling me how many I need each hour? How am I supposed to project staffing/hiring for the future?