Workforce Engagement Management

Hello,

I'm working with the new Staffing Requirement feature in Genesys Cloud. Can someone confirm if this feature is all based on:

• Volume
• AHT
• Shrinkage

Does the Staffing Requirement feature calculate to ensure that we meet the SLA?

Our organisation has different SL Agreements per Planning Group. I have set up my PG with the appropriate SL Goal template to ensure that it is factored in. If I change my SL Goal, will my Staffing Requirement be adjusted as well?

#Workforce Management
#Forecasting

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Romina Dechavez
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The note at the top of the following article is relevant to your question: https://help.mypurecloud.com/articles/review-scheduled-required-and-performance-results-and-daily-summaries/

First item returned when searching for staffing requirement: https://help.mypurecloud.com/?s=#q=required%20staff&f-sourcedisplayname=Genesys%20Cloud%20Resource%20Center

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Jay Langsford
VP, R&D
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Yes, Staffing Requirement in Genesys Cloud is calculated based on Volume, AHT, Shrinkage, and SL Goal.

If you change the SL Goal Template in your Planning Group, it will affect the required staffing - but you need to re-run Forecast and Requirement calculations to apply the changes.

Make sure each Planning Group has the correct SL Goal linked, especially if you're working with different SLAs.

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Mahyar Ghanbari
Workforce Planning and Reporting Analyst
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