Workforce Engagement Management

A team I support is asking a question about Forecasting, I needed help replying to them. Question: Can Forecasting tell them the number of agents required for a particular interval/percentage? " We are looking for required agents with shrinkage to meet 72.2% per 15min-50 min interval." 

I don't believe this is possible. I am just double checking.

Can anyone help with this? 

A team I support is asking a question about Forecasting, I needed help replying to them. Question: Can Forecasting tell them the number of agents required for a particular interval/percentage? " We are looking for required agents with shrinkage to meet 72.2% per 15min-50 min interval." 

I don't believe this is possible. I am just double checking.

Hello @Al Maatouk,

Interval level requirements with shrinkage are available in the Schedules screen just below the schedules themselves.  You will see a Required Staff with Shrinkage and a Adjusted Required Staff with Shrinkage.  The Adjusted Required Staff with Shrinkage is the updated requirements if and when modifications are made to the Volume and AHT forecast that was used to generate the schedules.

Can anyone help with this? 

A team I support is asking a question about Forecasting, I needed help replying to them. Question: Can Forecasting tell them the number of agents required for a particular interval/percentage? " We are looking for required agents with shrinkage to meet 72.2% per 15min-50 min interval." 

I don't believe this is possible. I am just double checking.

Thank you,

So forecasting is already calculating the SL based off of the SL template and any additional requirements needed to be met are when modifications are made to the forecast and then attached to the schedule, correct?

Hello @Al Maatouk,

Interval level requirements with shrinkage are available in the Schedules screen just below the schedules themselves.  You will see a Required Staff with Shrinkage and a Adjusted Required Staff with Shrinkage.  The Adjusted Required Staff with Shrinkage is the updated requirements if and when modifications are made to the Volume and AHT forecast that was used to generate the schedules.

Can anyone help with this? 

A team I support is asking a question about Forecasting, I needed help replying to them. Question: Can Forecasting tell them the number of agents required for a particular interval/percentage? " We are looking for required agents with shrinkage to meet 72.2% per 15min-50 min interval." 

I don't believe this is possible. I am just double checking.

When schedules are first generated using a forecast, interval requirements are calculated with and without shrinkage.  The Adjusted Required at this point will be the same as the Required.  If and when a modification is made to the Volume or AHT or both, then the Adjusted Required will recalculate based on those modifications.  The Service Level is also calculated using the SL template and always uses the Adjusted Required numbers. 

Thank you,

So forecasting is already calculating the SL based off of the SL template and any additional requirements needed to be met are when modifications are made to the forecast and then attached to the schedule, correct?

Hello @Al Maatouk,

Interval level requirements with shrinkage are available in the Schedules screen just below the schedules themselves.  You will see a Required Staff with Shrinkage and a Adjusted Required Staff with Shrinkage.  The Adjusted Required Staff with Shrinkage is the updated requirements if and when modifications are made to the Volume and AHT forecast that was used to generate the schedules.

Can anyone help with this? 

A team I support is asking a question about Forecasting, I needed help replying to them. Question: Can Forecasting tell them the number of agents required for a particular interval/percentage? " We are looking for required agents with shrinkage to meet 72.2% per 15min-50 min interval." 

I don't believe this is possible. I am just double checking.

Perfect! Thats exactly what I was thinking. Thank you for confirming.

When schedules are first generated using a forecast, interval requirements are calculated with and without shrinkage.  The Adjusted Required at this point will be the same as the Required.  If and when a modification is made to the Volume or AHT or both, then the Adjusted Required will recalculate based on those modifications.  The Service Level is also calculated using the SL template and always uses the Adjusted Required numbers. 

Thank you,

So forecasting is already calculating the SL based off of the SL template and any additional requirements needed to be met are when modifications are made to the forecast and then attached to the schedule, correct?

Hello @Al Maatouk,

Interval level requirements with shrinkage are available in the Schedules screen just below the schedules themselves.  You will see a Required Staff with Shrinkage and a Adjusted Required Staff with Shrinkage.  The Adjusted Required Staff with Shrinkage is the updated requirements if and when modifications are made to the Volume and AHT forecast that was used to generate the schedules.

Can anyone help with this? 

A team I support is asking a question about Forecasting, I needed help replying to them. Question: Can Forecasting tell them the number of agents required for a particular interval/percentage? " We are looking for required agents with shrinkage to meet 72.2% per 15min-50 min interval." 

I don't believe this is possible. I am just double checking.