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  • 1.  Improved Automatic Best Forecasting Accuracy

    Posted 12-13-2023 16:20

    Can anyone on the Genesys team provide some additional insight into the release note today: Genesys Cloud improved ABM forecasting accuracy when fewer interactions occur during off-hour peaks. This feature improves forecasting accuracy when fewer interactions occur during off-hour peaks?  

    Would love to know what to expect moving forward for this increased accuracy. 


    #Workforce Management

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    Shelby Cronk
    C1
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  • 2.  RE: Improved Automatic Best Forecasting Accuracy

    Posted 12-14-2023 09:35

    Hello Shelby, 

    This release note went early. We have yet to enable this feature in prod regions, but we plan to start rolling it out on the 18th. The feature improves our algorithms in the Automatic Best Method and how they handle off-hour interactions. For example, during testing, we saw improved accuracy for intervals with "lower" volume than others, like 4-6 am having 6 calls vs 9-11, which has 100 calls. It is hard to quantify how much of a difference you will see since there are many variables with ABM, which is heavily influenced by your historical data. Still, we used various data sets and saw improvements for all of them. 

    I hope this helps!



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    Daniel Chapdelaine,
    Product Manager, WFM Forecasting
    Genesys - Employees
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    Original Message


  • 3.  RE: Improved Automatic Best Forecasting Accuracy

    Posted 12-14-2023 11:12

    I'm hoping it helps with Genesys building schedules to cover all hours of operations, even if the volume is low on a specific day/time frame.  Right now, Genesys seems fine with scheduling gaps.  It regularly says "You don't need anyone after 20:00 on Sundays" (won't generate shifts) even though we are open until 23:00, forcing a lot of manual intervention when trying to determine shifts needed.  



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    Gina Palmer
    Manager, Workforce Management
    Papa, Inc.
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    Original Message


  • 4.  RE: Improved Automatic Best Forecasting Accuracy

    Posted 12-14-2023 12:15

    Hi Gina, 

    This enhancement is strictly on the forecasting side and not in the schedule optimizer. You might see a more accurate forecast flowing downstream into scheduling, which will help with your described situation, but there is no guarantee. On our roadmap, we have the forecast to start respecting businesses configured hours of operations in Routing> Operating schedules. Still, there has yet to be a tentative GA for that, and it's in the early chartering stages. This may be a better solution for you. 

    Thanks,



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    Daniel Chapdelaine,
    Product Manager, WFM Forecasting
    Genesys - Employees
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    Original Message


  • 5.  RE: Improved Automatic Best Forecasting Accuracy

    Posted 12-18-2023 03:26

    Perhaps it is worth raising an idea to enter a minimum requirement per interval? I would vote for that.



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    Heather Henderson
    Sabio Ltd
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    Original Message


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