Good Morning Team, 

Is there any way for Genesys to generate optimal schedules or how many FTE we need without us adding agents into the schedules? In our old system we would manually run schedules with dummy agents against the forecast until we had the correct number of agents/schedules to cover the workload, or manually calculate the FTE ourselves. We are wondering if there are any features in Genesys that can do this for us. Or we have to calculate the FTE, and run test schedules with test agents added into the MU? 

Thanks! 

Good Morning Team, 

Is there any way for Genesys to generate optimal schedules or how many FTE we need without us adding agents into the schedules? In our old system we would manually run schedules with dummy agents against the forecast until we had the correct number of agents/schedules to cover the workload, or manually calculate the FTE ourselves. We are wondering if there are any features in Genesys that can do this for us. Or we have to calculate the FTE, and run test schedules with test agents added into the MU? 

Thanks! 

Hello Nathan, 

Unfortunately, Gurunandan is correct; we currently do not have that functionality in Genesys Cloud. Another team is working on a staffing requirement forecast that would give a forecast of expected staffing needs that might help with this, but it would be decoupled from the schedule. It would just give the required staff number based on the forecasted demand numbers. You can track our progress via this idea: https://genesyscloud.ideas.aha.io/ideas/WEFRC-I-61. 

Thank you!

Good Morning Team, 

Is there any way for Genesys to generate optimal schedules or how many FTE we need without us adding agents into the schedules? In our old system we would manually run schedules with dummy agents against the forecast until we had the correct number of agents/schedules to cover the workload, or manually calculate the FTE ourselves. We are wondering if there are any features in Genesys that can do this for us. Or we have to calculate the FTE, and run test schedules with test agents added into the MU? 

Thanks! 

If you install Cinareo, it will capacity plan both your agents and your support staff and give you the optimal FTE - it is in the AppFoundry: https://appfoundry.genesys.com/filter/genesyscloud/listing/1eaf48f2-89b9-40a3-9f37-87da693fc449

Hello Nathan, 

Unfortunately, Gurunandan is correct; we currently do not have that functionality in Genesys Cloud. Another team is working on a staffing requirement forecast that would give a forecast of expected staffing needs that might help with this, but it would be decoupled from the schedule. It would just give the required staff number based on the forecasted demand numbers. You can track our progress via this idea: https://genesyscloud.ideas.aha.io/ideas/WEFRC-I-61. 

Thank you!

Good Morning Team, 

Is there any way for Genesys to generate optimal schedules or how many FTE we need without us adding agents into the schedules? In our old system we would manually run schedules with dummy agents against the forecast until we had the correct number of agents/schedules to cover the workload, or manually calculate the FTE ourselves. We are wondering if there are any features in Genesys that can do this for us. Or we have to calculate the FTE, and run test schedules with test agents added into the MU? 

Thanks!