Workforce Engagement Management

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
#Workforce Management
#Forecasting
#ScheduleManagement

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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!

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

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!

@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? 

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

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!