Workforce Engagement Management

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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This is a great question and I would like to know as well!

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Russell Donald
InflowCX
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Hi James,

Sorry for the delay in response on this one, I am going to move this over to the Genesys Cloud WEM community as I think they will be better placed to help you clarify the Required FTE calculation

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Sam Jillard
Online Community Manager/Moderator
Genesys - Employees
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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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