Genesys Cloud - Main

Hi, I have a question regarding Schedule summary information in Workforce Management. As currently there is no Capacity planning option in WFM, I am trying to figure out workaround solution using information provided by the tool. I would like to know how many agents I need for a phone calls workload routed by Genesys, and how many agents I need for other channels (currently queued outside of Genesys). Let's say I have a monthly published schedule (with forecast). In schedule summary information I can find an information that Total shrinkage adjusted forecast on queue hours needed is 821 hours. Given that the schedule was created for 4 weeks (5 working days per each week), I divided the 821 by number of working days (20) which gave me 41 hours per day. Then I divided 41 by the 8 hours (1 Full Time Employee), which gave 5,1. Based on that, may I assume that I need (let's round it up) 6 agents to cover the phone workload forecasted for that month?

And similarly, I used Net on queue hours information to receive a spare capacity for channels other than phones. Can the spare capacity be calculated this way (of course, I would add a few more agents due to shrinkage) ?
Thank you in advance for help.

#Unsure/Other

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Krzysztof Zatorski
Capgemini Poland
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Seems like a lot of work for something we will have in the product very soon.  I have asked Product Management for Forecasting to look into something similar to this to include in forecasting before the Capacity Planning comes out and to include it for free.  Just some simple headcount calculation would be ideal and probably meet your needs.  As for now, probably faster to just generate multiple schedules and look at the forecasted headcount at the bottom. 

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Robert Wakefield-Carl
ttec Digital
Sr. Director - Innovation Architects
Robert.WC@ttecdigital.com
https://www.ttecDigital.com
https://RobertWC.Blogspot.com
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Original Message:
Sent: 01-15-2024 11:34
From: Krzysztof Zatorski
Subject: WFM schedule summary - on queue hours information

Hi, I have a question regarding Schedule summary information in Workforce Management. As currently there is no Capacity planning option in WFM, I am trying to figure out workaround solution using information provided by the tool. I would like to know how many agents I need for a phone calls workload routed by Genesys, and how many agents I need for other channels (currently queued outside of Genesys). Let's say I have a monthly published schedule (with forecast). In schedule summary information I can find an information that Total shrinkage adjusted forecast on queue hours needed is 821 hours. Given that the schedule was created for 4 weeks (5 working days per each week), I divided the 821 by number of working days (20) which gave me 41 hours per day. Then I divided 41 by the 8 hours (1 Full Time Employee), which gave 5,1. Based on that, may I assume that I need (let's round it up) 6 agents to cover the phone workload forecasted for that month?

And similarly, I used Net on queue hours information to receive a spare capacity for channels other than phones. Can the spare capacity be calculated this way (of course, I would add a few more agents due to shrinkage) ?
Thank you in advance for help.

#Unsure/Other

------------------------------
Krzysztof Zatorski
Capgemini Poland
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