Because multi-contact type and multi-staff type environments are so complex, the predicted staffing requirement is not a simple calculation (e.g., base staffing requirements) and nor does it use a simple formula (e.g., Erlang-C). Instead, a proprietary process is used that utilizes mathematical modeling, mathematical optimization, linear programming, discrete event simulation, and heuristics.
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Jay Langsford
VP, R&D
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Original Message:
Sent: 10-23-2025 13:04
From: James Tarara
Subject: Genesys Capacity Planning - Calculation
Hello. We are attempting to validate Genesys Capacity Planner versus our in-house Capacity Planning Document.
Is there information available on the exact calculation Genesys is using to arrive at the RequiredFTE? We are not able to match these requirements using external calculators, and we would like to know what is being missed in the calculation.
Hopefully, we can match it once we know what Genesys is doing, exactly.
Thanks!!
#Calculations
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Jimmy Tarara
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