Cinareo will provide staffing requirements for both agents and support staff, recruitment and training planning, financial budgeting and easy scenario modelling - it handles both front- and back-office planning from 1 week and up to 36 months. Cinareo will also let you multi-skill both front and back office and run simulations down to the 15-minute interval. You will be able to combine deferrable and non-deferrable media types and specify whether you want to fully multi-skill all agents across all planning groups, or alternately you can choose to have Cinareo tell you the optimal mix of single-skill and multi-skill agents to maximize your cost efficiency.
Original Message:
Sent: 09-19-2024 14:28
From: Belinda Herrera
Subject: Forecasting Headcount AND AHT & Call Volume
Hi @Carla Aragon,
We are currently working on 2 features for this. The first one will allow users to generate weekly staffing requirements for up to 2 years using an ABM forecast. We are estimating an end of year (2024) release date. You can follow this idea here https://genesyscloud.ideas.aha.io/ideas/WEFRC-I-61
The second feature is Capacity Planning which will allow users to create Capacity Plans that will include your demand forecast along with staffing assumptions, attrition, shrinkage, and hiring. The Capacity Plans will show you the required vs. planned and show you where you are over or under staffed. This feature is estimated to be released late 2025. You can follow this idea here https://genesyscloud.ideas.aha.io/ideas/WEM-I-573
I hope that helps.
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Belinda Herrera
Genesys, Staff Product Manager
Original Message:
Sent: 09-19-2024 12:38
From: Carla Aragon
Subject: Forecasting Headcount AND AHT & Call Volume
Any updates to this feature?
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Carla Aragon
CPI Security Systems, Inc.
Original Message:
Sent: 07-19-2023 11:10
From: Daniel Chapdelaine
Subject: Forecasting Headcount AND AHT & Call Volume
Hello Trent,
Sure, I can share some additional details! The aha idea for this one is under Capacity Planning but is on the forecast roadmap since it will be in the forecasting UI. You can track our progress via this idea https://genesyscloud.ideas.aha.io/ideas/WFMFRC-I-31, and we are currently targeting a release in 2024, but this is a tentative date.
Hope this helps!
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Daniel Chapdelaine,
Product Manager, WFM Forecasting
Genesys - Employees
Original Message:
Sent: 07-18-2023 17:00
From: Trent Vance
Subject: Forecasting Headcount AND AHT & Call Volume
"there is an item on the forecasting roadmap to see staffing requirements in the Forecast"
Could you provide a little more detail on that, Daniel? I didn't see it on the Ideas -> Roadmap page. Is that something that can be followed there (or elsewhere)?
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Trent Vance
TTEC Digital, LLC fka Avtex Solutions, LLC
Original Message:
Sent: 07-14-2023 16:18
From: Daniel Chapdelaine
Subject: Forecasting Headcount AND AHT & Call Volume
Hi Jacqueline,
Currently, there is no way to see the forecasted number of agents needed to handle the forecasted number of calls. However, there is an item on the forecasting roadmap to see staffing requirements in the Forecast.
In the meantime, we do have a feature coming soon that will provide an API for interval requirements without shrinkage considerations for a WFM forecast (https://genesyscloud.ideas.aha.io/ideas/WEM-I-905) with a UI in schedule, or you can get those numbers by generating a schedule (assuming the forecast has not changed since the schedule creation).
Thanks,
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Daniel Chapdelaine,
Product Manager, WFM Forecasting
Genesys - Employees
Original Message:
Sent: 07-14-2023 08:22
From: Jacqueline Turner
Subject: Forecasting Headcount AND AHT & Call Volume
Is there a feature available (or coming soon) that will include the forecasted number of agents needed to handle the forecasted number of calls that come in?
Ex: Rather than using a 3rd party service for this info, I would hope there would be a forecasted number of agents needed based on the predicted call volume and then be shown the actual headcount based on the granularity selected on the Forecast screen:
#Genesys Cloud CX
#Workforce Management
#Forecasting
#ScheduleManagement
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Jacqueline Turner
Workflow Coordinator
NYCM Insurance
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