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.
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Original Message:
Sent: 03-07-2023 08:46
From: Chuck Swain
Subject: Staffing requirements higher after relaxing ASA in Service Goal Template
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
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Chuck Swain
Genesys
WEM Leadership
Original Message:
Sent: 03-02-2023 10:36
From: Shannon Hellner
Subject: Staffing requirements higher after relaxing ASA in Service Goal Template
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!
#GenesysCloudCX
#WorkforceManagement
#Forecasting
#Scheduling
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Shannon Hellner
Paycor, Inc.
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