Hello Jay,
Thanks for responding. Much appreciated.
I was able to refer to your previous responses on similar issues related to this topic and your response today confirmed that I understand this part of Genesys. Again, thanks. I will take a look at the service goal template.
I am trying to determine the total amount of FTE I will need for February 2023. See calculations based on the report. I believe this is correct.
Time (UTC) |
Scheduled |
Forecast |
Difference |
|
Forecast (with shrinkage) |
Difference (with shrinkage) |
2023-02-13T12:00:00.000Z |
0 |
3.4 |
-3.4 |
27.2 |
3.4 |
-3.4 |
2023-02-13T12:15:00.000Z |
0 |
3.1 |
-3.1 |
24.8 |
3.1 |
-3.1 |
2023-02-13T12:30:00.000Z |
0 |
3.2 |
-3.2 |
25.6 |
3.2 |
-3.2 |
2023-02-13T12:45:00.000Z |
0 |
3.9 |
-3.9 |
31.2 |
3.9 |
-3.9 |
2023-02-13T13:00:00.000Z |
0 |
5.2 |
-5.2 |
41.6 |
5.2 |
-5.2 |
2023-02-13T13:15:00.000Z |
0 |
6.9 |
-6.9 |
55.2 |
6.9 |
-6.9 |
|
|
Are these FTE's |
|
|
|
|
FTE (8 hours |
|
|
|
|
|
|
------------------------------
Jeanine Ferguson
Inspiritec, Inc.
------------------------------
Original Message:
Sent: 12-05-2022 13:50
From: Jay Langsford
Subject: Question regarding Forecast hours of operation and scheduling - counting FTE
Currently WFM does not have the concept of 'hours of operations'. For your configured planning groups we simply query Analytics to determine interactions 24/7. Predicted staffing requirement will be generated regardless if there are scheduled agents or not. The service goals configured for the service goal template that is associated with the planning group is what is used.
As to why interactions are hitting queues after hours, I would suggest looking into routing schedules, Architect flows, etc. that 'allow' interactions after hours. Also possibly they are transfers from one queue that is still open to a queue that is 'closed' - idea in Ideas Lab that may or may not be related to your situation: https://genesyscloud.ideas.aha.io/ideas/INB-I-574
Enhancement idea in Ideas Lab for adding hours of operation to planning group configuration: https://genesyscloud.ideas.aha.io/ideas/WEM-I-179
------------------------------
Jay Langsford
VP, R&D
Original Message:
Sent: 12-05-2022 12:54
From: Jeanine Ferguson
Subject: Question regarding Forecast hours of operation and scheduling - counting FTE
Hello Everyone,
I generated a forecast. After reviewing the forecast and generating schedules, the forecast had call data for times of the day when the contact center was closed. (2 hours later). I wanted to know what hours of operation and service level targets were used to create the forecast. Where can I find this information in Genesys, or do I have the ability to change the start and stop times of the forecast?
Regarding schedule- will Genesys provide the total FTE count if there is no scheduled agents?

#Forecasting
#Scheduling
------------------------------
Jeanine Ferguson
Inspiritec, Inc.
------------------------------