Workforce Engagement Management

Hi Dear WFM community!

I am interested to learn what kind of schedules your are used to generate, what size is it, and how long it takes to generate.
So I would appreciate to learn from these of you who can share this info, following:
1) Schedule planning period: number of week (1-6) or Monthly schedule scenario
2) Number of Planning groups and channels
3) Number of agents
4) Approximate time to generate single schedule scenario


Thanks in advance for your feedback!
With Best Regards,

#ScheduleGeneration
#ScheduleManagement
#WFMConfiguration,BestPractices
#GeneralQuestion

#ScheduleGeneration
#ScheduleManagement
#WFMConfiguration,BestPractices

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DmitriyVakulenko
Genesys - Employees
CX Advisory Consultant
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Hello Dmitriy.
Are you looking only for production scheduling, or test environments as well?
Kind regards, Reinhard

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Reinhard Beck
Genesys - Employees
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Hi Reinhard,

Well I am interested about any environment and experience running schedules, production, UAT, sandbox environments, or maybe you have heard from your customers what they do and how big schedules they are generating. 
Any information is great to have!
Thanks in advance!
Best Regards,

------------------------------
DmitriyVakulenko
Genesys - Employees
CX Advisory Consultant
------------------------------

Original Message:
Sent: 06-09-2026 08:21
From: Reinhard Beck
Subject: Schedule scenario size and generation time poll !

Hello Dmitriy.
Are you looking only for production scheduling, or test environments as well?
Kind regards, Reinhard

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Reinhard Beck
Genesys - Employees
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Dear Dmitriy,
Thank you for the clarification.

I am teaching the 3-day WFM instructor-led course. For didactical reasons, we use a small scenario with two Planning Groups, two Workplans, and one Workplan rotation for 12 agents.
Creating a 4-week schedule with Forecast takes less than one minute.

Best regards, Reinhard

------------------------------
Reinhard Beck
Genesys - Employees
------------------------------

Original Message:
Sent: 06-09-2026 08:30
From: Dmitriy Vakulenko
Subject: Schedule scenario size and generation time poll !

Hi Reinhard,

Well I am interested about any environment and experience running schedules, production, UAT, sandbox environments, or maybe you have heard from your customers what they do and how big schedules they are generating. 
Any information is great to have!
Thanks in advance!
Best Regards,

------------------------------
DmitriyVakulenko
Genesys - Employees
CX Advisory Consultant
------------------------------


Original Message:
Sent: 06-09-2026 08:21
From: Reinhard Beck
Subject: Schedule scenario size and generation time poll !

Hello Dmitriy.
Are you looking only for production scheduling, or test environments as well?
Kind regards, Reinhard

------------------------------
Reinhard Beck
Genesys - Employees
------------------------------

Thanks for sharing Reinhard.
What about your customers? Have you heard maybe from them how big schedules they are building/plan to build with GC WFM?

------------------------------
DmitriyVakulenko
Genesys - Employees
CX Advisory Consultant
------------------------------

Original Message:
Sent: 06-09-2026 09:32
From: Reinhard Beck
Subject: Schedule scenario size and generation time poll !

Dear Dmitriy,
Thank you for the clarification.

I am teaching the 3-day WFM instructor-led course. For didactical reasons, we use a small scenario with two Planning Groups, two Workplans, and one Workplan rotation for 12 agents.
Creating a 4-week schedule with Forecast takes less than one minute.

Best regards, Reinhard

------------------------------
Reinhard Beck
Genesys - Employees
------------------------------


Original Message:
Sent: 06-09-2026 08:30
From: Dmitriy Vakulenko
Subject: Schedule scenario size and generation time poll !

Hi Reinhard,

Well I am interested about any environment and experience running schedules, production, UAT, sandbox environments, or maybe you have heard from your customers what they do and how big schedules they are generating. 
Any information is great to have!
Thanks in advance!
Best Regards,

------------------------------
DmitriyVakulenko
Genesys - Employees
CX Advisory Consultant
------------------------------



Original Message:
Sent: 06-09-2026 08:21
From: Reinhard Beck
Subject: Schedule scenario size and generation time poll !

Hello Dmitriy.
Are you looking only for production scheduling, or test environments as well?
Kind regards, Reinhard

------------------------------
Reinhard Beck
Genesys - Employees
------------------------------

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

Thanks Breno for sharing.
Yes I know sometimes we need to follow some super heavily constrained setup - which is impact schedule flexibility and quality.
Which scheduling constraints are most painful from your experience for Brazil customers?

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DmitriyVakulenko
Genesys - Employees
CX Advisory Consultant
------------------------------

Original Message:
Sent: 06-09-2026 09:11
From: Breno Canyggia Ferreira Marreco
Subject: Schedule scenario size and generation time poll !

Hi Dmitriy,

The configuration is common:

*  2–4 weeks (usually rolling)

* ~1–15 PGs
  1–3 channels (voice still the main one)

* ~20 to 1500 per BU

* ~2–10 minutes per scenario

In Brazil, volume itself isn't the main challenge. We have a lot of mandatory rules (breaks, fixed shifts, labor agreements, time bank, etc.), which limits flexibility and sometimes impacts the schedule fit quality.

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Att,
Breno Canyggia Ferreira Marreco
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Fixed shifts + strict break rules + DSR + time bank are the main pain points. Less flexibility overall, so harder to optimize.

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

Original Message:
Sent: 06-09-2026 09:38
From: Dmitriy Vakulenko
Subject: Schedule scenario size and generation time poll !

Thanks Breno for sharing.
Yes I know sometimes we need to follow some super heavily constrained setup - which is impact schedule flexibility and quality.
Which scheduling constraints are most painful from your experience for Brazil customers?

------------------------------
DmitriyVakulenko
Genesys - Employees
CX Advisory Consultant
------------------------------


Original Message:
Sent: 06-09-2026 09:11
From: Breno Canyggia Ferreira Marreco
Subject: Schedule scenario size and generation time poll !

Hi Dmitriy,

The configuration is common:

*  2–4 weeks (usually rolling)

* ~1–15 PGs
  1–3 channels (voice still the main one)

* ~20 to 1500 per BU

* ~2–10 minutes per scenario

In Brazil, volume itself isn't the main challenge. We have a lot of mandatory rules (breaks, fixed shifts, labor agreements, time bank, etc.), which limits flexibility and sometimes impacts the schedule fit quality.

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

Hey Dmitriy,

I would statistically say my average customer has roughly:

1-2 weeks scenarios

around 30-40 Planning Groups  with 2 media
roughly 500 Agents
with around 15-20min of generation time (this could be reduced by optimizing PGs and Workplans, agent multiskilling)

All the best,

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Robert Tonyka
Genesys - Employees
Sr. Principal Consultant - WFM
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Robert Tonyka
Sr. Principal PS Consultant
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