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

    Posted 12 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

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    Mo Galang
    Senior Workforce Analyst
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  • 2.  RE: Weekly View of SL Projections, Staffing, Volume, and AHT in Genesys Cloud

    Posted 5 days 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?



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    Renato Gomes
    Expert Customer Success Manager
    Genesys - Employees - Brazil
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  • 3.  RE: Weekly View of SL Projections, Staffing, Volume, and AHT in Genesys Cloud

    Posted 3 days ago

    Great question. Out of the box, Genesys Cloud WFM gives you a lot of the pieces, but not always in a single weekly executive-style view that combines service level, scheduled staffing, forecast/actual volume, and AHT together the way many operations leaders want to see it.

    The common approach I've seen is to use Genesys Cloud exports or API-driven reporting into Power BI/Tableau so you can build a weekly trend dashboard. That gives you more flexibility to show forecast vs. actual volume, scheduled vs. required staffing, AHT trends, and service level performance in one consolidated view.

    For a lighter workaround, some teams export WFM forecast/schedule data and combine it with performance metrics on a weekly cadence. It is not as clean as a native dashboard, but it can work if the goal is a quick weekly operational view.

    Ideally, I'd recommend building a simple Power BI dashboard with:

    • Weekly forecasted vs. actual volume
    • Scheduled staffing vs. required staffing
    • Service level target vs. actual/projected
    • AHT trend by day or interval
    • Exceptions or gaps where staffing does not align with forecast

    That usually gives leadership and WFM teams a much better picture of how the week is tracking and where adjustments may be needed.



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    Jonathan Nolan
    President, Dunamis Consulting Inc (DCX)
    jonathan.nolan@getdunamis.com
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