Genesys Cloud - Main

Hello everyone,

We would like to know how the WFM engine works. For example how is being calculated how many forecasted en how many people scheduled. Which priorities are here? Think about skills, queues attached, service goals and availability. 
Is there some 'text' which explains how the engine works? It would be more than helpfull. 

Many thanks in forward!!
Anouk
#ArchitectureandDesign

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Anouk van Gaalen
KPN B.V.
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Hi Anouk, 

I am not aware of a text blurb that addresses exactly what you are asking but, if you haven't already visited this location on the Resource Centre: https://help.mypurecloud.com/articles/workforce-management-supported-configuration/ , specifically under "short term forecasting", it gives you an idea of how some of the calculations work.

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Rebecca Harper
Genesys - Employees
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