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  • 1.  Intraday Service Level Prediction in Genesys

    Posted 03-31-2026 21:35

    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.


    #Forecasting
    #Intraday,Shrinkage,Adherence
    #Tracking

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    Mey Supandi
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  • 2.  RE: Intraday Service Level Prediction in Genesys

    Posted 04-01-2026 04:48

    In my experience, the answer to both your questions is yes. The Service Level is calculated per interval and for the day overall, and the changes you mention should automatically update this. Some exceptions to consider is if you have changed the forecast or shrinkage - you would need to recalculate this on the schedule in order for it to pull through to intraday view. 

    Heather



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    Heather Henderson
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  • 3.  RE: Intraday Service Level Prediction in Genesys

    Posted 22 days ago
    Edited by Dmitriy Vakulenko 12 days ago

    Hi Mey,

    Well Intraday Monitoring - providing set of metrics calculated per 15 min intervals, post factum.
    So it is not really real time report.
    It is calculated after each 15 min interval completed.

    It does not predict actual values for future intervals it only show values for completed intervals.
    Daily actual values are either totals or weighted average of metrics based on completed intervals talking about actuals.

    Forecasted or scheduled values are based on already known forecasted values for all day (96) 15 min intervals.

    Inside WFM we do not have yet anticipated actual values for SL metric.
    What you see under "Predicted SL" - is SL that is calculated as possible SL to achieve, based on forecasted offered volumes, AHT and SGT service interval with the given number of scheduled agents available to cover this PG.
    So it is kind of reverse calculation what SL I will be able to achieve with this amount of work and scheduled number of agents.
    All metrics started with "predicted" calculated based on scheduled amount of agents and known workload.

    And it is always based on latest published schedule.

    Thanks,
    Best Regards,



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    Dmitriy Vakulenko
    WFM Senior Product Manager
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