Workforce Engagement Management

 View Only

Discussion Thread View

  • 1.  Test Scheduling?

    Posted 03-04-2025 15:32

    I'm trying to find the most efficient way to run some test schedules, as there as some upcoming changes coming to our Hours of Operation, and I need to run a few iterations of the scheduler to ideally find out ...

    • Total headcount needed for various scenarios
    • Optimal shift placement
    • Shift options (8 hour, 10 hour, part time)
    • schedule efficiency 

    IS there even a way to do this in Genesys, or am I just beating my head against the wall? I'd rather not do this entire process manually, as it kind of defeats the purpose of the software, so I would have to imagine it can be done somehow. Any help would be appreciated.

    Thanks!


    #Scheduling

    ------------------------------
    Jason Mock
    CAPITAL Services
    ------------------------------


  • 2.  RE: Test Scheduling?

    Posted 03-05-2025 05:55

    Hi Jason, 

    For #1 you can generate/modify your forecast to reflect the new opening times and use the new Staffing requirements feature to help you understand the headcount requirements for the different scenarios.

    Optimal shift placement is a little harder to "what-if" you can generate a schedule based on the adjusted/modified forecasts, using the existing Work Plan allocations, to review how the current configuration supports the new operating hours.

    As for suggesting new Work Plan allocations and the ratio of full-time, part-time, short shifts or long shifts, there is no easy way to solve this at the moment.

    While it is not designed for this scenario the Staffing Analysis process within  Work Plan Bids sort of covers suggesting an optimal shift placement. Work Plan Bids will analyse the provided forecast, and Bid groups (the number of employees and their associated Planning Groups and possible work plans) to suggest which combinations of work plans would provide you with the optimal schedule.

    I have created the idea of Best fit Work Plan Analysis tool to capture use cases and interest levels in adding an enhancement like this to the Workforce Management feature set. Please take a look and add your thoughts/comments as this will help us understand all the different challenges and prioritise the idea for future roadmapped enhancements.

    It might also be worth searching the Capacity Planning Ideas as I see there is some overlap in processes for evaluating and planning for business changes.



    ------------------------------
    Paul Wood
    Product Manager for Genesys Cloud Workforce Management
    ------------------------------

    Original Message


  • 3.  RE: Test Scheduling?

    Posted 03-10-2025 15:58

    I believe there is an idea for Genesys to have long-term forecasting and "what-if" scenarios. I'm not sure about the progress on that idea. You might want to take a look at that and vote or add to it. 



    ------------------------------
    Robert Gacula, Manager, Workforce Management Team
    American Specialty Health
    RobertG@ASHN.com CA, San Diego.
    ------------------------------

    Original Message


Need Help finding something?

Check out the Genesys Knowledge Network - your all-in-one access point for Genesys resources