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  • 1.  FTE Requirements - Capacity Plan

    Posted 08-21-2025 14:57
    No replies, thread closed.

    Hello Community, 

    I'm hoping someone can help clarify a question we have regarding the new Capacity Plan feature.

    If we have two staffing groups that share the same planning group, will the Required FTE calculation reflect the fact that some agents could potentially serve both staffing groups?

    For example:

    • Staffing Group 1 – Dedicated to chat only, associated with the Chat Planning Group (agents assigned here handle only chat interactions).
    • Staffing Group 2 – Blended, associated with both Chat and Voice Planning Groups (agents here handle both chat and voice interactions).

    In this scenario, will the Required FTE at the Business level and for the Blended Staffing Group take into account that the Chat Planning Group is shared across both staffing groups?

    Thanks!


    #CapacityPlanning
    #WFMConfiguration,BestPractices
    #GeneralQuestion

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    Tam Cao
    Senior Consultant, Customer Experience
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  • 2.  RE: FTE Requirements - Capacity Plan

    Posted 08-25-2025 10:01
    No replies, thread closed.

    Hello @Tam Cao,

    Yes, the Capacity Plan calculations will take into account that SG1 only handles chats and therefore will allocate 100% of that staffing group to Chat.  It will allocate SG2 to both Chat and Voice based on the requirements of each and how much is still needed in Chat after SG1 has already been allocated to Chat.  The requirement you see at the Business Unit level is a rollup of all the PGs in your Capacity Plan.  Once you drill down into the PG/SG association level, you can then see the requirements for each PG individually as well as how much staff is allocated.

    I hope that helps. 



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    Belinda Herrera
    Genesys, Staff Product Manager
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  • 3.  RE: FTE Requirements - Capacity Plan

    Posted 08-26-2025 03:43
    No replies, thread closed.

    Hi - Is anyone actually using this and if so are you comfortable with the underlying calculations ? If the answer is Yes to both id be to keen to have a call and see how you have things set up  



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    Steven Johnson
    Workforce Optimisation Manager
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    Original Message


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