Workforce Engagement Management

Hi Jacqueline,

I see you haven't had a response - did you manage to find the answer?

Hi Tracy,

Thank you for reaching out. I have not had any success with finding an answer to my question above. 

Hi Jacqueline,

I see you haven't had a response - did you manage to find the answer?

Hi Jacqueline, 

these columns refer to the predicted staffing levels once the meeting has been scheduled.
The Add Activity to Agents feature only looks at the under and over-staffing slots. As you add more agents to the activity we calculate:

• Difference (After)
  • The predicted difference between the required staffing and scheduled staffing levels after the activity is added to the schedule.
• Schedule (After) 
  • The predicted number of Scheduled staff after the meeting has been added to the schedule 

Depending on the type of Activity you are scheduling you may find that our coming soon feature Activity Plans might be a better solution. Activity Plans is due for release 12th of August, you can take a sneak peek at the documentation on the resource centre to get a better understanding of it at the link below. Activity Plans work within a configured range of Service Goals to ensure that Service Goals and User Experience are protected.

manage activity plans

Please note that the documentation may change for the full release based on feedback from the current closed beta.

Paul

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Paul Wood
Product Manager for Genesys Cloud Workforce Management
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Thank you, Paul for your help. I truly appreciate this breakdown and the FYI about this new feature to explore! =) 

Thank you, @Tracy Vickers for your assistance in getting my question seen and answered! =)

Hi Jacqueline, 

these columns refer to the predicted staffing levels once the meeting has been scheduled.
The Add Activity to Agents feature only looks at the under and over-staffing slots. As you add more agents to the activity we calculate:

• Difference (After)
  • The predicted difference between the required staffing and scheduled staffing levels after the activity is added to the schedule.
• Schedule (After) 
  • The predicted number of Scheduled staff after the meeting has been added to the schedule 

Depending on the type of Activity you are scheduling you may find that our coming soon feature Activity Plans might be a better solution. Activity Plans is due for release 12th of August, you can take a sneak peek at the documentation on the resource centre to get a better understanding of it at the link below. Activity Plans work within a configured range of Service Goals to ensure that Service Goals and User Experience are protected.

manage activity plans

Please note that the documentation may change for the full release based on feedback from the current closed beta.

Paul

------------------------------
Paul Wood
Product Manager for Genesys Cloud Workforce Management