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!

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

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!

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
#WorkforceManagement
#Forecasting
#Scheduling

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Shannon Hellner
Paycor, Inc.
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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!