Workforce Engagement Management

Good morning everyone,

My team is fairly new to the Genesys WFM module, and this is my first time posting to the community. 

During implementation we had a gentleman who worked for us that was well versed in the module and was instrumental in the building and usage of it. However, this gentleman has moved on to another company, causing one of our BA's to take on the program. In his past, he did forecasting using excel based tools, in an effort to move to the Genesys platform, he has pushed himself to self learn. He has a question that I felt this community might be able to assist with.

How can I use Genesys to generate a forecast and, using an assumed set of schedules (not ones people are actually working), give me an interval prediction of Service level or occupancy? 

Any guidance would be appreciated.

Dan

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.

Thanks Tracy, we will have a look at the documents you suggested.

Looking forward to hearing from some of the Community Legends as well.

Dan

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.

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Breno Canyggia Ferreira Marreco
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