Workforce Engagement Management

Is there an option for optimization in Genesys? Weekly schedules have been released, and manual modifications have been made. The business unit has asked for a "reforecast" due to an increase in call volumes. What is the best approach to optimize the schedules without having to recreate and republish them, thus maintaining all the manual work that has already been done?

After you update the forecast, complete a reschedule, and on the last step of the wizard, select the "Do not..." options. This will keep your manual edits. 

Is there an option for optimization in Genesys? Weekly schedules have been released, and manual modifications have been made. The business unit has asked for a "reforecast" due to an increase in call volumes. What is the best approach to optimize the schedules without having to recreate and republish them, thus maintaining all the manual work that has already been done?

Is there an option for optimization in Genesys? Weekly schedules have been released, and manual modifications have been made. The business unit has asked for a "reforecast" due to an increase in call volumes. What is the best approach to optimize the schedules without having to recreate and republish them, thus maintaining all the manual work that has already been done?

Hi @Holly Stauffer!  

To add to @Shannon Hellner's response...

Did you change the already run forecast or did you run a new, updated forecast?  If you ran a new one, you have to associate the new forecast with the schedule set.

Is there an option for optimization in Genesys? Weekly schedules have been released, and manual modifications have been made. The business unit has asked for a "reforecast" due to an increase in call volumes. What is the best approach to optimize the schedules without having to recreate and republish them, thus maintaining all the manual work that has already been done?

This is a new business unit within Genesys, and there is no historical data available in Genesys. Therefore, the data (Distribution and Volumes) is manually adjusted to align with the current forecast. In this scenario, the reschedule option proves to be the most effective. I believe that in the future, once the data is available, this will be the preferable choice. To fully grasp when this option is applicable, I would select the new forecast, which would allow the schedules to update without needing to go through the rescheduling steps once within the schedules.

Hi @Holly Stauffer!  

To add to @Shannon Hellner's response...

Did you change the already run forecast or did you run a new, updated forecast?  If you ran a new one, you have to associate the new forecast with the schedule set.

Is there an option for optimization in Genesys? Weekly schedules have been released, and manual modifications have been made. The business unit has asked for a "reforecast" due to an increase in call volumes. What is the best approach to optimize the schedules without having to recreate and republish them, thus maintaining all the manual work that has already been done?

No, you would still need to do the reschedule but this way allows you to create a new forecast without losing the original one.  For example, you can have your 11/02 - 11/08 FORECAST and then run a new 11/02 - 11/08 Revised forecast and still have to old one for reference.  

This is a new business unit within Genesys, and there is no historical data available in Genesys. Therefore, the data (Distribution and Volumes) is manually adjusted to align with the current forecast. In this scenario, the reschedule option proves to be the most effective. I believe that in the future, once the data is available, this will be the preferable choice. To fully grasp when this option is applicable, I would select the new forecast, which would allow the schedules to update without needing to go through the rescheduling steps once within the schedules.

Hi @Holly Stauffer!  

To add to @Shannon Hellner's response...

Did you change the already run forecast or did you run a new, updated forecast?  If you ran a new one, you have to associate the new forecast with the schedule set.

Is there an option for optimization in Genesys? Weekly schedules have been released, and manual modifications have been made. The business unit has asked for a "reforecast" due to an increase in call volumes. What is the best approach to optimize the schedules without having to recreate and republish them, thus maintaining all the manual work that has already been done?