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  • 1.  Required staffing for deferred activities

    Posted 12-13-2019 04:44
    No replies, thread closed.
    ​

    I have a potential problem with the WFM app for deferred activities as it generate the required staffing for backlog on the first interval of the planning period. See the picture below.

    In real environment, we won't be able to match the scheduled with the required. So I was thinking if it is a way to distribute the backlog across the larger period like 3-5 days?

     

    Or alternatively, do you have any suggestion how I should proceed with the planning when I have a large backlog of more than 3000 interactions?

    We have the Genesys WFM on premises,  Version 8.5.210.02

    Thanks,
    Sorin


    #Workforce Management

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    Sorin Lionte
    Orange Romania SA
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  • 2.  RE: Required staffing for deferred activities

    Posted 12-17-2019 04:14
    No replies, thread closed.
    I am going to follow this thread. Interesting question.​

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    Rutger Pasmans
    Mercedes-Benz CAC Maastricht N.V.
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  • 3.  RE: Required staffing for deferred activities

    Posted 02-04-2020 12:15
    No replies, thread closed.
    Hi Sorin,

    Sorry for the delay, I have just come across the question - have you had a response elewhere?
    If not, I have a couple of questions:
    1. Are you using hours with non-interrupted time or Interrupted time or using business days?
    2. Are you adding in an intial value?
    3. Do you split the volumes and staffing?



    ------------------------------
    Tracy
    Genesys
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  • 4.  RE: Required staffing for deferred activities

    Posted 02-04-2020 14:54
    No replies, thread closed.
    ​Hi Tracey,

    Thanks for your reply. I didn't find an answer to this topic yet.

    Below you can find my answers:

    1. We use business days
    2. Yes we put the backlog value in the initial queue field
    3. Yes
    Hope you can help us.

    Thanks,
    Sorin

    ------------------------------
    Sorin Lionte
    Orange Romania SA
    ------------------------------

    Original Message


  • 5.  RE: Required staffing for deferred activities

    Posted 02-05-2020 07:13
    No replies, thread closed.
    Hi Sorin,

    This will hopefully explain why it is happening:

    The forecast is not looking to actuals, but master forecast values before the start of the current period. So, if there is nothing in master forecast before the start of this scenario, then the algorithm will assume that all the specified backlog has arrived a long time before and they are very overdue. In order to achieve service objectives on the first timestep, say 80% within 1 day, all that 80% of interactions have to be processed before the end of the first timestep.
    If there were master forecaset IV available, the algorithm would understand, when interactions currently in the queue were forecasted to arrive, decreasing
    amount of interactions that are dramatically overdue and waiving the need for the to be processed right away to follow the service objective.

    Does that help?

    ------------------------------
    Tracy
    Genesys
    ------------------------------

    Original Message


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