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  • 1.  "Scheduled" number not matching actual scheduled

    Posted 09-14-2023 12:37

    Traditionally the "Scheduled" number at the bottom of a schedule only shows the number of agents scheduled to be "On Queue." Why is it showing 4 scheduled agent scheduled when they should all be on break? This is only happening for one wfm admin; for me and other admins, it is showing accurately.  Is there a filter or some other display setting at play here that I'm not thinking of?  

    Breaks are 15 minutes. 

    Thanks in advance


    #Workforce Management

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    Shelby Cronk
    ConvergeOne, Inc.
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  • 2.  RE: "Scheduled" number not matching actual scheduled

    Posted 09-15-2023 04:02

    Hi,

    It looks like your view is showing 30 min staffing intervals, so for the 30 mins when they are on a 15 min break you have 7 staff for 15 mins and 0 for 15 mins, so ave staffing for the 30 mins is 3.5 - rounded to 4.

    I think....



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    Dave Tiltman
    RCN, Royal College of Nursing
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    Original Message


  • 3.  RE: "Scheduled" number not matching actual scheduled

    Posted 09-15-2023 07:53

    Dave nailed it, the view is zoomed out to show 30m at the bottom. Math is straightforward on this:

    sum up the scheduled on queue time for all agents shown and divide by corresponding interval length


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    Jay Langsford
    VP, R&D
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    Original Message


  • 4.  RE: "Scheduled" number not matching actual scheduled

    Posted 09-15-2023 10:38

    Thank you, both!  Simple solution. 



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    Shelby Cronk
    ConvergeOne, Inc.
    ------------------------------

    Original Message


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