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  • 1.  Is there a way to put a forecast into Genesys, and have Genesys tell us optimal FTE/Schedules?

    Posted 07-22-2024 11:47
    No replies, thread closed.

    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! 


    #Workforce Management
    #Forecasting
    #ScheduleManagement

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    Nathan Gould
    DialAmerica Marketing, Inc.
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  • 2.  RE: Is there a way to put a forecast into Genesys, and have Genesys tell us optimal FTE/Schedules?

    Posted 07-24-2024 06:27
    No replies, thread closed.

    Genesys doesn't allow to create dummy/skeleton shifts like their competition. You will need to go through agent alignment to a planning group and a MU, then follow forecast and schedule generation process to derive "Required Staff" / "FTE".  Hope this helps.



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    Gurunandan Kashyap Jn
    Unisys Corporation
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  • 3.  RE: Is there a way to put a forecast into Genesys, and have Genesys tell us optimal FTE/Schedules?

    Posted 07-29-2024 09:49
    No replies, thread closed.

    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!



    ------------------------------
    Daniel Chapdelaine,
    Senior Product Manager, WFM Forecasting
    Genesys - Employees
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  • 4.  RE: Is there a way to put a forecast into Genesys, and have Genesys tell us optimal FTE/Schedules?

    Posted 07-30-2024 09:05
    No replies, thread closed.

    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



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    Karen Elliott
    Cinareo Solutions Inc.
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    Original Message


  • 5.  RE: Is there a way to put a forecast into Genesys, and have Genesys tell us optimal FTE/Schedules?

    Posted 07-30-2024 10:30
    No replies, thread closed.

    Thanks Karen, we will take a look! 



    ------------------------------
    Nathan Gould
    DialAmerica Marketing, Inc.
    ------------------------------

    Original Message


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