Yes, I agree this would benefit from further investigation. The only other thing that comes to mind is checking which Planning Group(s) the employee being coached belongs to. I'm sure that the staffing difference slots are based on the employee's Planning Group(s), which could account for the difference if the BU as a whole is well-staffed, but 1 smaller channel is understaffed.
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Paul Wood
Product Manager for Genesys Cloud Workforce Management
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Original Message:
Sent: 05-19-2025 11:50
From: Jay Langsford
Subject: module - schedule excess staff figure inaccuracy
Ok, I think this deserves more investigation and I would recommend opening a support ticket. @Paul Wood, any other thoughts?
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Jay Langsford
VP, R&D
Original Message:
Sent: 05-19-2025 11:15
From: Mike Corley
Subject: module - schedule excess staff figure inaccuracy
Hi, correct matching period and queues.
thanks
Mike
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Mike Corley
NABenenden HealthcareUnited Kingdom
Original Message:
Sent: 05-19-2025 11:07
From: Jay Langsford
Subject: module - schedule excess staff figure inaccuracy
For the schedule I can see you have one planning group selected.
Questions:
- Is the forecast/schedule for the same period for which the coaching session?
- Is the coaching session only for agents that can handle only 'MS inbound voice'?
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Jay Langsford
VP, R&D
Original Message:
Sent: 05-19-2025 08:24
From: Mike Corley
Subject: module - schedule excess staff figure inaccuracy
Hi,
I've been using this function for a few months and recently the shown excess staffing levels are way out for the forecasts. Has anything changed please as whole weeks are showing deficit
time period shows far better than 7.7 deficit? 1030 far better too
thanks
Mike
#Scheduling
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Mike Corley
NABenenden HealthcareUnited Kingdom
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