Workforce Engagement Management

Hi everyone,

I'm new to both Genesys Cloud and the community forum, and I'm hoping to get some clarification around Service Level prediction.

I'd like to understand how the predicted Service Level shown in the Intraday Monitoring view is calculated. Specifically:

• Does the prediction take into account the number of staff scheduled for the day?
• Is it dynamically adjusted to reflect intraday changes such as unplanned leave, absences, or agents going offline?

If the Intraday view does not fully reflect these factors, could anyone recommend an alternative report or view within Genesys Cloud that provides a more accurate or dynamic prediction of Service Level for the remainder of the day?

I've reviewed a few existing forum posts related to intraday Service Level prediction, but I don't feel they fully address these points.

Thanks in advance for any guidance, and I appreciate your help.