Workforce Engagement Management

 View Only

Sign Up

  • 1.  Weekly View of SL Projections, Staffing, Volume, and AHT in Genesys Cloud

    Posted 7 days ago

    Hi all,

    Just checking if anyone knows whether Genesys Cloud has a way to show a weekly view of key WFM metrics in one place - things like:

    • Service Level (projected or target)
    • Scheduled staffing
    • Volume (forecast or actual)
    • AHT

    Most of what I'm seeing are daily/interval views or separate reports, so I'm trying to figure out if there's:

    • An out-of-the-box report/dashboard for this, or
    • A common workaround (export, Power BI, etc.)

    Main goal is to quickly see how we're trending for the whole week and how staffing lines up with forecast + SL expectations.

    Would appreciate any tips or how you've done this!

    Thanks!


    #WFMConfiguration,BestPractices
    #GeneralQuestion

    ------------------------------
    Mo Galang
    Senior Workforce Analyst
    ------------------------------


  • 2.  RE: Weekly View of SL Projections, Staffing, Volume, and AHT in Genesys Cloud

    Posted 4 hours ago

    Hi Mo Galang

    From what I've seen, Genesys Cloud doesn't currently provide a native dashboard that consolidates weekly WFM metrics such as Service Level (target/projected), scheduled staffing, forecast vs. actual volume, and AHT into a single view.

    The approaches I've seen most often are:

    • Using the native WFM and Analytics views for specific metrics (forecast, schedules, performance, etc.) and switching between them as needed.

    • Exporting the data or retrieving it through the Genesys Cloud APIs to build a consolidated dashboard in Power BI, Tableau, or another BI platform. This tends to be the most flexible option when you want to monitor weekly trends and compare forecast, staffing, and operational results in one place.

    I'm also interested in hearing how others have solved this. Has anyone found a native way to consolidate these metrics weekly, or is a custom BI dashboard the common approach?



    ------------------------------
    Renato Gomes
    Expert Customer Success Manager
    Genesys - Employees - Brazil
    ------------------------------



Related Content