Workforce Engagement Management

Hello! I have a ticket open on this but looking for any community feedback - 

• I have a line of business that gets roughly 550-700 calls a week with an AHT of 13mins. For weeks upon weeks, Gen has given me a weekly requirement of about 7 fte. 6-7 fte on the day. This week, and all future weeks, this has changed to 2 fte. I'm puzzled as there hasn't been a change in forecast. In fact, when this week's schedule was generated (a couple weeks ago), it had me at 7fte weekly, but looking now I'm at 2.

It is low volume, I get that, but any ideas on the sudden change without a corresponding forecast change? Anything you can think of I might be missing to check? We use a user generated forecast, but I've checked it over 100 times and looks normal. 

Thanks!

#Workforce Management
#Forecasting

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Shannon Hellner
Paycor, Inc.
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Has the AHT dropped?  Do you have the shrinkage loaded in? 

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Gina Palmer
Manager, Workforce Management
Papa, Inc.
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Hi Shannon, 
staffing requirements will be based on:

• Interaction volumes
• Average Handle Times
• Shrinkage
  • MU configuration and Calculated as part of the forecasting algorithm
• Service Level Goals

If you have checked/not changed any of these, we'll need to have a closer look, which should be taken care of with your support ticket.

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Paul Wood
Product Manager for Genesys Cloud Workforce Management
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