Hello! 

Seemingly overnight a couple weeks ago, the staffing requirements for the groups I forecast jumped. They no longer represent reality, inflated in my estimation 25-35%. 

• Example in voice, service goal 2 mins, staffing required (no shrink) -30% to scheduled, still landing a 1 min or sub 1 min wait time. 

We basically cannot use over/unders at all anymore, can't optimize schedules, etc. Every interval looks like Armageddon. 

Does anyone have an idea of what might be causing this? We recently changed planning groups as we reconfigured queues, could that be anything? 

Thank you!

#Configuration
#WorkforceManagement
#Forecasting
#Scheduling

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Shannon Hellner
WFM manager
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Hello! 

Seemingly overnight a couple weeks ago, the staffing requirements for the groups I forecast jumped. They no longer represent reality, inflated in my estimation 25-35%. 

• Example in voice, service goal 2 mins, staffing required (no shrink) -30% to scheduled, still landing a 1 min or sub 1 min wait time. 

We basically cannot use over/unders at all anymore, can't optimize schedules, etc. Every interval looks like Armageddon. 

Does anyone have an idea of what might be causing this? We recently changed planning groups as we reconfigured queues, could that be anything? 

Thank you!

I opened a ticket on this for my business as well. 

Hello! 

Seemingly overnight a couple weeks ago, the staffing requirements for the groups I forecast jumped. They no longer represent reality, inflated in my estimation 25-35%. 

• Example in voice, service goal 2 mins, staffing required (no shrink) -30% to scheduled, still landing a 1 min or sub 1 min wait time. 

We basically cannot use over/unders at all anymore, can't optimize schedules, etc. Every interval looks like Armageddon. 

Does anyone have an idea of what might be causing this? We recently changed planning groups as we reconfigured queues, could that be anything? 

Thank you!

Case #0003622091

I opened a ticket on this for my business as well. 

Hello! 

Seemingly overnight a couple weeks ago, the staffing requirements for the groups I forecast jumped. They no longer represent reality, inflated in my estimation 25-35%. 

• Example in voice, service goal 2 mins, staffing required (no shrink) -30% to scheduled, still landing a 1 min or sub 1 min wait time. 

We basically cannot use over/unders at all anymore, can't optimize schedules, etc. Every interval looks like Armageddon. 

Does anyone have an idea of what might be causing this? We recently changed planning groups as we reconfigured queues, could that be anything? 

Thank you!

Same. I have been working with our Genesys partner to try and find the answer or solution...

Case #0003622091

I opened a ticket on this for my business as well. 

Hello! 

Seemingly overnight a couple weeks ago, the staffing requirements for the groups I forecast jumped. They no longer represent reality, inflated in my estimation 25-35%. 

• Example in voice, service goal 2 mins, staffing required (no shrink) -30% to scheduled, still landing a 1 min or sub 1 min wait time. 

We basically cannot use over/unders at all anymore, can't optimize schedules, etc. Every interval looks like Armageddon. 

Does anyone have an idea of what might be causing this? We recently changed planning groups as we reconfigured queues, could that be anything? 

Thank you!

Hello! 

Seemingly overnight a couple weeks ago, the staffing requirements for the groups I forecast jumped. They no longer represent reality, inflated in my estimation 25-35%. 

• Example in voice, service goal 2 mins, staffing required (no shrink) -30% to scheduled, still landing a 1 min or sub 1 min wait time. 

We basically cannot use over/unders at all anymore, can't optimize schedules, etc. Every interval looks like Armageddon. 

Does anyone have an idea of what might be causing this? We recently changed planning groups as we reconfigured queues, could that be anything? 

Thank you!

Have any of you heard from Genesys? We are encountering similar situation on our side. we have looked into our schedule shrink for the MU's, we have not made any changes to our planning groups.

Hello! 

Seemingly overnight a couple weeks ago, the staffing requirements for the groups I forecast jumped. They no longer represent reality, inflated in my estimation 25-35%. 

• Example in voice, service goal 2 mins, staffing required (no shrink) -30% to scheduled, still landing a 1 min or sub 1 min wait time. 

We basically cannot use over/unders at all anymore, can't optimize schedules, etc. Every interval looks like Armageddon. 

Does anyone have an idea of what might be causing this? We recently changed planning groups as we reconfigured queues, could that be anything? 

Thank you!

Have any of you heard from Genesys? We are encountering similar situation on our side. we have looked into our schedule shrink for the MU's, we have not made any changes to our planning groups.

Hello! 

Seemingly overnight a couple weeks ago, the staffing requirements for the groups I forecast jumped. They no longer represent reality, inflated in my estimation 25-35%. 

• Example in voice, service goal 2 mins, staffing required (no shrink) -30% to scheduled, still landing a 1 min or sub 1 min wait time. 

We basically cannot use over/unders at all anymore, can't optimize schedules, etc. Every interval looks like Armageddon. 

Does anyone have an idea of what might be causing this? We recently changed planning groups as we reconfigured queues, could that be anything? 

Thank you!

I opened a ticket and they basically said, everything looks fine to them. I countered with more evidence and am waiting to hear back. 

Have any of you heard from Genesys? We are encountering similar situation on our side. we have looked into our schedule shrink for the MU's, we have not made any changes to our planning groups.

Hello! 

Seemingly overnight a couple weeks ago, the staffing requirements for the groups I forecast jumped. They no longer represent reality, inflated in my estimation 25-35%. 

• Example in voice, service goal 2 mins, staffing required (no shrink) -30% to scheduled, still landing a 1 min or sub 1 min wait time. 

We basically cannot use over/unders at all anymore, can't optimize schedules, etc. Every interval looks like Armageddon. 

Does anyone have an idea of what might be causing this? We recently changed planning groups as we reconfigured queues, could that be anything? 

Thank you!

Same here. We provided multiple instances from our businesses. They advised that it was due to modifications to the forecasts and the fact we made changes to 1 planning group. We asked for a Zoom meeting as none of this is adding up, especially with more and more clients experiencing the issue.

I opened a ticket and they basically said, everything looks fine to them. I countered with more evidence and am waiting to hear back. 

Have any of you heard from Genesys? We are encountering similar situation on our side. we have looked into our schedule shrink for the MU's, we have not made any changes to our planning groups.

Hello! 

Seemingly overnight a couple weeks ago, the staffing requirements for the groups I forecast jumped. They no longer represent reality, inflated in my estimation 25-35%. 

• Example in voice, service goal 2 mins, staffing required (no shrink) -30% to scheduled, still landing a 1 min or sub 1 min wait time. 

We basically cannot use over/unders at all anymore, can't optimize schedules, etc. Every interval looks like Armageddon. 

Does anyone have an idea of what might be causing this? We recently changed planning groups as we reconfigured queues, could that be anything? 

Thank you!

Hello Community,

Thank you all for bringing this to our attention.  Our engineering team has been working tirelessly on this issue and has made great progress.  We believe we will have a resolution very soon.  I will post an update here as soon as I have confirmation on the timeframe for that resolution.

Thank you,

Same here. We provided multiple instances from our businesses. They advised that it was due to modifications to the forecasts and the fact we made changes to 1 planning group. We asked for a Zoom meeting as none of this is adding up, especially with more and more clients experiencing the issue.

I opened a ticket and they basically said, everything looks fine to them. I countered with more evidence and am waiting to hear back. 

Have any of you heard from Genesys? We are encountering similar situation on our side. we have looked into our schedule shrink for the MU's, we have not made any changes to our planning groups.

Hello! 

Seemingly overnight a couple weeks ago, the staffing requirements for the groups I forecast jumped. They no longer represent reality, inflated in my estimation 25-35%. 

• Example in voice, service goal 2 mins, staffing required (no shrink) -30% to scheduled, still landing a 1 min or sub 1 min wait time. 

We basically cannot use over/unders at all anymore, can't optimize schedules, etc. Every interval looks like Armageddon. 

Does anyone have an idea of what might be causing this? We recently changed planning groups as we reconfigured queues, could that be anything? 

Thank you!

Wonderful! Very happy to hear this.

Hello Community,

Thank you all for bringing this to our attention.  Our engineering team has been working tirelessly on this issue and has made great progress.  We believe we will have a resolution very soon.  I will post an update here as soon as I have confirmation on the timeframe for that resolution.

Thank you,

Same here. We provided multiple instances from our businesses. They advised that it was due to modifications to the forecasts and the fact we made changes to 1 planning group. We asked for a Zoom meeting as none of this is adding up, especially with more and more clients experiencing the issue.

I opened a ticket and they basically said, everything looks fine to them. I countered with more evidence and am waiting to hear back. 

Have any of you heard from Genesys? We are encountering similar situation on our side. we have looked into our schedule shrink for the MU's, we have not made any changes to our planning groups.

Hello! 

Seemingly overnight a couple weeks ago, the staffing requirements for the groups I forecast jumped. They no longer represent reality, inflated in my estimation 25-35%. 

• Example in voice, service goal 2 mins, staffing required (no shrink) -30% to scheduled, still landing a 1 min or sub 1 min wait time. 

We basically cannot use over/unders at all anymore, can't optimize schedules, etc. Every interval looks like Armageddon. 

Does anyone have an idea of what might be causing this? We recently changed planning groups as we reconfigured queues, could that be anything? 

Thank you!

Latest Update I received

Hi Pierre,

This is to let you know that we have raised a ticket to Servops.

We've found the issue(s) and are working on getting fixes out. It will be a 2 step fix that will require a deployment of predictions-simulation, then we will need to make a switch in our data pipeline to run.

Our Dev advised that they are working on a more detailed timeline once we get the CMs generated, but we're pretty confident we can deploy this week to resolve before the break. Will update you when we have more.

Wonderful! Very happy to hear this.

Hello Community,

Thank you all for bringing this to our attention.  Our engineering team has been working tirelessly on this issue and has made great progress.  We believe we will have a resolution very soon.  I will post an update here as soon as I have confirmation on the timeframe for that resolution.

Thank you,

Same here. We provided multiple instances from our businesses. They advised that it was due to modifications to the forecasts and the fact we made changes to 1 planning group. We asked for a Zoom meeting as none of this is adding up, especially with more and more clients experiencing the issue.

I opened a ticket and they basically said, everything looks fine to them. I countered with more evidence and am waiting to hear back. 

Have any of you heard from Genesys? We are encountering similar situation on our side. we have looked into our schedule shrink for the MU's, we have not made any changes to our planning groups.

Hello! 

Seemingly overnight a couple weeks ago, the staffing requirements for the groups I forecast jumped. They no longer represent reality, inflated in my estimation 25-35%. 

• Example in voice, service goal 2 mins, staffing required (no shrink) -30% to scheduled, still landing a 1 min or sub 1 min wait time. 

We basically cannot use over/unders at all anymore, can't optimize schedules, etc. Every interval looks like Armageddon. 

Does anyone have an idea of what might be causing this? We recently changed planning groups as we reconfigured queues, could that be anything? 

Thank you!