Workforce Engagement Management

Hi Daniel,

Welcome to the WEM Community 😀

You may want to start with the WFM Forecasts and Schedule Generation documentation. Genesys can generate workload forecasts and staffing requirements, and then create schedules from those forecasts.

Docs:

• Work with Forecasts: https://help.genesys.cloud/articles/work-with-forecasts/
• Work with Workforce Management Schedules: https://help.genesys.cloud/articles/work-with-workforce-management-schedules/

I'm hopeful that some of our Community Legends will also chime in with some pointers.

Hi Daniel, I'd probably break this into two parts: forecasting the demand and then simulating the capacity.
Start by generating (or selecting) a forecast in WFM with the expected volume and AHT by planning group/interval. Once you have that baseline, you can move into building a schedule scenario using hypothetical schedules, things like work plans, agent profiles, manually created shifts, or even imported ones. From there, the key is to compare the schedule against the forecast. Look at the interval-level metrics: scheduled vs. required, service level performance, occupancy, and overall coverage.
The idea is that your demand stays constant, and what you're really testing is different capacity setups. That way, you can see how a given set of schedules would likely impact service performance before actually putting it into production.

------------------------------
Att,
Breno Canyggia Ferreira Marreco
------------------------------

Hi Daniel, I'd probably break this into two parts: forecasting the demand and then simulating the capacity.
Start by generating (or selecting) a forecast in WFM with the expected volume and AHT by planning group/interval. Once you have that baseline, you can move into building a schedule scenario using hypothetical schedules, things like work plans, agent profiles, manually created shifts, or even imported ones. From there, the key is to compare the schedule against the forecast. Look at the interval-level metrics: scheduled vs. required, service level performance, occupancy, and overall coverage.
The idea is that your demand stays constant, and what you're really testing is different capacity setups. That way, you can see how a given set of schedules would likely impact service performance before actually putting it into production.

------------------------------
Att,
Breno Canyggia Ferreira Marreco
------------------------------

Is there no module that would have Genesys create schedules for a new Mgmt Unit if I have a forecast? I would have to create Hypothetical workplans and schedules first?  

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Nicky Williams
Supervisor of WFM
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Original Message:
Sent: 06-15-2026 10:51
From: Breno Canyggia Ferreira Marreco
Subject: Predicting Service Level or Occupancy

Hi Daniel, I'd probably break this into two parts: forecasting the demand and then simulating the capacity.
Start by generating (or selecting) a forecast in WFM with the expected volume and AHT by planning group/interval. Once you have that baseline, you can move into building a schedule scenario using hypothetical schedules, things like work plans, agent profiles, manually created shifts, or even imported ones. From there, the key is to compare the schedule against the forecast. Look at the interval-level metrics: scheduled vs. required, service level performance, occupancy, and overall coverage.
The idea is that your demand stays constant, and what you're really testing is different capacity setups. That way, you can see how a given set of schedules would likely impact service performance before actually putting it into production.

------------------------------
Att,
Breno Canyggia Ferreira Marreco
------------------------------

Yeah Nick, if the MU does not yet have defined shift patterns, work plans are needed first. The forecast tells Genesys the staffing requirement, but work plans tell the scheduling engine what shifts are actually allowed. You do not necessarily need to manually create hypothetical schedules first, but you do need real or representative work plans before generating a useful schedule from the forecast.

------------------------------
Att,
Breno Canyggia Ferreira Marreco
------------------------------


Original Message:
Sent: 06-25-2026 14:03
From: Nicky Williams
Subject: Predicting Service Level or Occupancy

Is there no module that would have Genesys create schedules for a new Mgmt Unit if I have a forecast? I would have to create Hypothetical workplans and schedules first?  

------------------------------
Nicky Williams
Supervisor of WFM
------------------------------



Original Message:
Sent: 06-15-2026 10:51
From: Breno Canyggia Ferreira Marreco
Subject: Predicting Service Level or Occupancy

Hi Daniel, I'd probably break this into two parts: forecasting the demand and then simulating the capacity.
Start by generating (or selecting) a forecast in WFM with the expected volume and AHT by planning group/interval. Once you have that baseline, you can move into building a schedule scenario using hypothetical schedules, things like work plans, agent profiles, manually created shifts, or even imported ones. From there, the key is to compare the schedule against the forecast. Look at the interval-level metrics: scheduled vs. required, service level performance, occupancy, and overall coverage.
The idea is that your demand stays constant, and what you're really testing is different capacity setups. That way, you can see how a given set of schedules would likely impact service performance before actually putting it into production.

------------------------------
Att,
Breno Canyggia Ferreira Marreco
------------------------------