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Understanding the numbers

  • 1.  Understanding the numbers

    Posted 02-14-2023 08:53

    Hi everyone

    I need some help in understanding the numbers presented in the forecast and the schedule.  We have fixed schedules.  We have multiple planning groups and not all agents have all skills.  Am wondering if this is affecting the forecast data in the schedule (once published).

    In the Feb 14th forecast attached I see the information on forecast/accuracy etc. looks pretty good with a pretty good forecast.  If I look at Feb 14th it predicted 28 interactions

    I flip to the schedule and at the bottom it predicts 13?  What the discrepency?  I am thinking we are not looking at something correctly?

    I do the same for the 17th and getting different information.

    If someone can shed some light on what the system is exactly telling us it would be so appreciated.  I need to explain it to the director.  He is questioning the numbers in both forecast and schedule.  I have tried finding documentation but so far no luck?

    regards

    Shirley


    #Forecasting

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    Shirley Harbers
    Alcatel-Lucent USA Inc.
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  • 2.  RE: Understanding the numbers

    GENESYS
    Posted 02-15-2023 06:28

    Hi Shirley,

    Looking at the Forecast Offered that is showing you the projected number of interaction types offered in the forecast range. The Schedule screen will show you how many agents are schedule at each timestep.

    If you take a look at the Performance > Intraday Monitoring view and check the 14th it may help to understand the numbers, this may also help https://help.mypurecloud.com/articles/intraday-monitoring-overview/



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    Tracy
    Genesys
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  • 3.  RE: Understanding the numbers

    Posted 02-15-2023 09:36

    Ah Tracy - you know me well!  The light is coming on with your guidance.  So now if I go to intra-day monitoring as suggested and I add up the offered from 3-4pm it matches the forecast for that particular time (-1) but that one could be in the next 15 min slow depending on when it was accepted?.  On the intra-day it shows Scheduled 7 (which matches the schedule) and actual 9 which equals "bums in seats". Right so far? So if we watch that we can see a trend where we might be overstaffed?

    If I create a new forecast (without schedule) and for the next month and pick a Tuesday (as in my examples)  shows Forecast Offered = 30 it won't give me scheduled # of agents needed  until I create a schedule for that time right?  It is basing 30 interactions on past performance?

    I've only done this experiment for one site but wanted to make sure I am now reading the #'s correctly.

    On the right track?

    Shirley



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    Shirley Harbers
    Alcatel-Lucent USA Inc.
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  • 4.  RE: Understanding the numbers

    GENESYS
    Posted 02-16-2023 04:03

    Yep - you can build a schedule to check and don't publish, similar to 'scenarios' in Engage WFM.



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    Tracy
    Genesys
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  • 5.  RE: Understanding the numbers