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  • 1.  How do I - View Forecasted Service Levels by Intervals?

    Posted 02-02-2024 07:08

    Hi. Our company recently transitioned from Genesys on-premises (formerly Interactive Intelligence) to Genesys Cloud.

    In our previous system, when building a forecast and publishing it into a schedule using the old Genesys, I could see the future intervals noted with the expected service level displayed.

    For example, with a service level target of 80% of calls answered within 30 seconds, I could observe in the schedule that tomorrow at 2:30, the estimated service level might drop to 40%.  But I dont see this in Genesys Cloud ( Or just dont see it).

    However, since migrating to Genesys Cloud, I am unable to locate the forecasted service level by interval. Has anyone experienced this or knows where to find this information in Genesys Cloud? Your insights / help would be greatly appreciated.

    Thank you!

    Anthony


    #Forecasting

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    Anthony Cedrone
    Individual Only Contact Account
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  • 2.  RE: How do I - View Forecasted Service Levels by Intervals?
    Best Answer

    Posted 02-03-2024 11:42

    The following Community post discussing feature enhancements are related to your inquiry. Note that there has been a delay on globally enabling (more detail on the post). https://community.genesys.com/discussion/adjusted-required-staff-and-performance-metrics-in-schedule-view 



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    Jay Langsford
    VP, R&D
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    Original Message


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