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  • 1.  module - schedule excess staff figure inaccuracy

    Posted 05-19-2025 08:24
    No replies, thread closed.

    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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  • 2.  RE: module - schedule excess staff figure inaccuracy

    Posted 05-19-2025 11:08
    No replies, thread closed.

    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'?



    ------------------------------
    Jay Langsford
    VP, R&D
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  • 3.  RE: module - schedule excess staff figure inaccuracy

    Posted 05-19-2025 11:16
    No replies, thread closed.

    Hi, correct matching period and queues.

    thanks

    Mike



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    Mike Corley
    NABenenden HealthcareUnited Kingdom
    ------------------------------

    Original Message


  • 4.  RE: module - schedule excess staff figure inaccuracy

    Posted 05-19-2025 11:50
    No replies, thread closed.

    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


  • 5.  RE: module - schedule excess staff figure inaccuracy

    Posted 05-19-2025 12:14
    No replies, thread closed.

    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
    ------------------------------

    Original Message


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