Workforce Engagement Management

In Genesys PureConnect you could do this, you can mark selected source days as do not use when building normal forecasts, but save them for building speical case forecasts for example: days after holdiays etc. We had a system outage on Tuesday January 23rd, I never want to apply that to a forecast but I am going to have manually remove it form from every "Weighted Historical Index" forecast that I create for the next 6 weeks or so. Also today volume is low so I almost used this data for create a reforecast because the total day volume looked low and I thought it was representative of what we were experiencing.... it is not, it is just garbage data I WANT TO GET RID OF IT!!!!

If you agree I added an idea on this "WEFRC-I-59" please vote it in

#Workforce Management
#Forecasting
#ScheduleManagement

------------------------------
Conor Twomey
American Family Mutual Insurance Company, S.I.
------------------------------

Genesys WFM does a good job of looking for outliers and normalizing forecast.  There are many ways to manually adjust the forecast as well.  Holidays are a bit of a rub at present as there is good way to define them ahead of time.  As you said, lots of good ideas out there.  

------------------------------
Robert Wakefield-Carl
ttec Digital
Sr. Director - Innovation Architects
Robert.WC@ttecdigital.com
https://www.ttecDigital.com
https://RobertWC.Blogspot.com
------------------------------

Original Message:
Sent: 02-06-2024 16:02
From: Conor Twomey
Subject: Mark selected source days as do not use when building a normal forecast

In Genesys PureConnect you could do this, you can mark selected source days as do not use when building normal forecasts, but save them for building speical case forecasts for example: days after holdiays etc. We had a system outage on Tuesday January 23rd, I never want to apply that to a forecast but I am going to have manually remove it form from every "Weighted Historical Index" forecast that I create for the next 6 weeks or so. Also today volume is low so I almost used this data for create a reforecast because the total day volume looked low and I thought it was representative of what we were experiencing.... it is not, it is just garbage data I WANT TO GET RID OF IT!!!!

If you agree I added an idea on this "WEFRC-I-59" please vote it in

#Workforce Management
#Forecasting
#ScheduleManagement

------------------------------
Conor Twomey
American Family Mutual Insurance Company, S.I.
------------------------------