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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
Hi Jeanine - I think the FTE label kind of works for this scenario but in reality true FTE is a much more complicated number that needs to factor other business and time-off rules your organization deals with. In short, those numbers in the report represent Agents or better stated, Agents Actually Working for that interval, something that used to be called Butts in Seats. If you expect any shrinkage, you'll want to have more than that number actually scheduled. Your Forecast and your Forecast (with shrinkage) numbers are the same so you may need to dial that in first.
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