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  • 1.  Staffing requirements higher after relaxing ASA in Service Goal Template

    Posted 03-02-2023 10:36
    No replies, thread closed.

    Hello -

    Wondering if anyone has come across this and knows why it might be happening. We have a schedule run for next week with an ASA goal of 2:30 set in the Service Goal Template. I wanted a scenario with a higher ASA, so i adjusted it to 3:30 in the template and ran a new forecast. I made sure the new forecast matched the previous in terms of call pattern, volume, handle time. 

    My problem is when I generated a new schedule, the required FTE increased by a significant number, around 15% on the week. Anyone know why this might have occurred? 

    Thanks!


    #Genesys Cloud CX
    #Workforce Management
    #Forecasting
    #ScheduleManagement

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    Shannon Hellner
    Paycor, Inc.
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  • 2.  RE: Staffing requirements higher after relaxing ASA in Service Goal Template

    Posted 03-07-2023 08:46
    No replies, thread closed.

    Shannon, 

    In this case I want to confirm, you ran a new schedule for the same week with an updated ASA (to 3:30) using the identical forecast?

    Chuck



    ------------------------------
    Chuck Swain
    Genesys
    WEM Leadership
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  • 3.  RE: Staffing requirements higher after relaxing ASA in Service Goal Template

    Posted 03-07-2023 09:34
    No replies, thread closed.

    Hi Chuck -

    Yes, as I thought I was going crazy, I painstakingly edited the forecast with the new SLA to match the old for all planning groups both volume, handle time, and days for the pattern - using the weighted historical method. Tried it multiple times and always got a significantly higher requirement. 



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    Shannon Hellner
    Paycor, Inc.
    ------------------------------

    Original Message


  • 4.  RE: Staffing requirements higher after relaxing ASA in Service Goal Template

    Posted 03-07-2023 12:03
    Edited by Tracy Vickers 08-04-2025 05:25
    No replies, thread closed.

     

    When you increase your ASA in your forecast, then it will require less staff.

    The lower your ASA is in the forecast then the schedule is going to require more staff.



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    Jeff Ragsdale
    Outdoor Network LLC
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  • 5.  RE: Staffing requirements higher after relaxing ASA in Service Goal Template

    Posted 03-08-2023 08:15
    No replies, thread closed.

    Hi Shannon.  Do you have another goal in play, or simply ASA on its own? Another goal might explain the increase in staffing requirement?



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    Heather Henderson
    Sabio Ltd
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  • 6.  RE: Staffing requirements higher after relaxing ASA in Service Goal Template

    Posted 05-19-2025 11:26
    No replies, thread closed.

    @Jay Langsford or @Chuck Swain can either of you elaborate on the setting of multiple goals in the same service goal template and the impact it has on staffing requirements?  I assume, as Heather does, that Setting SLA and ASA together means a higher service level goal, but does the system prioritize one goal over the other or is it constantly trying to achieve both? 



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    Shelby Cronk
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    Original Message


  • 7.  RE: Staffing requirements higher after relaxing ASA in Service Goal Template

    Posted 05-19-2025 12:15
    No replies, thread closed.

    The 'harder/hardest' of the service performance goals to meet will drive the top-end requirement. So, we attempt to satisfy every service performance goal that we are told about - each interval.



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    Jay Langsford
    VP, R&D
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    Original Message


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