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  • 1.  Intraday Actual Agent Calculation if Agent is Made to Assist a Queue Outside of Planning Group

    Posted 09-27-2023 19:02
    No replies, thread closed.

    Hi, 

    We were wondering if the Actual Agent number is impacted if agents are also placed on a different queues that are not part of the original forecast planning group. Would that take away hours from the Actual Agent calculation of the original planning group? 


    #Genesys Cloud CX
    #Workforce Engagement Management
    #Workforce Management
    #Performance Management

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    Anna Jhane Mulinyawe
    Accenture LLP
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  • 2.  RE: Intraday Actual Agent Calculation if Agent is Made to Assist a Queue Outside of Planning Group

    Posted 09-28-2023 10:02
    Edited by Tracy Vickers 08-04-2025 05:26
    No replies, thread closed.

    Agents column has a (?) icon you can hover over where it explains how actual agents are calculated. The only place where queues would come into play is the planning group filter. You should time significant modifications of agent capabilities with corresponding planning group changes, new forecast generation, and new schedule generation. It is possible for you to modify an agent's capabilities (e.g., queue membership changes) that make them disappear from actuals if they don't match the planning groups, which are specific to how they were configured for that particular published schedule and related forecast, selected in intraday monitoring. 



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    Jay Langsford
    VP, R&D
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  • 3.  RE: Intraday Actual Agent Calculation if Agent is Made to Assist a Queue Outside of Planning Group

    Posted 10-15-2023 00:15
    No replies, thread closed.

    Hi Jay,

    I did see the additional information provide by Genesys when you hover over the (?) icon. I just wanted to make sure my understanding is correct, so regardless whether the CSR was onqueue on the queues in the planning group he/she was part of when the schedule was generated or not, it will count his/her onqueue hours as Actual agent in that planning group? 

    "Agents" is the average number of agents scheduled. Actual Agents comes from summing together the time agents are in the following routing statuses: (Interacting, Idle, Communicating) and then dividing by the interval length."



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    Anna Jhane Mulinyawe
    Accenture LLP
    ------------------------------

    Original Message


  • 4.  RE: Intraday Actual Agent Calculation if Agent is Made to Assist a Queue Outside of Planning Group

    Posted 10-15-2023 09:59
    No replies, thread closed.

    For actuals, if the agent can currently handle the planning group and are on queue with one of the routing statuses you noted, they will be included in the actuals count.



    ------------------------------
    Jay Langsford
    VP, R&D
    ------------------------------

    Original Message


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