Workforce Engagement Management

I have been asked "How many FTEs would we need if we wanted to change form an 80/30 SL to a 98/30 SL?  Yes, you read that right: A 98% SL (98% in 30 seconds).  Other than a manual ErlangC calculator, is there any way for me to do that What If scenario easily in Genesys? 

#Workforce Management
#Forecasting

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Gina Palmer
Manager, Workforce Management
Papa, Inc.
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Hi @Gina Palmer,

It is possible to do in Genesys, while maybe not ideal.  You could generate Staffing Requirements for the PGs you what to do the what-if for to get the requirements at the 80/30 goal.  You would then need to change the SGT for those PGs to 98/30 then you could generate the requirements again, which will give you the results at the 98/30 goal.   You could export both sets of requirements to do a comparison.  You will then want to change the SGT back to your 80/30 goal so that it doesn't impact other areas in WFM.  At some point in the future we'd like to add the ability to do these types of what-ifs in Capacity Planning without having to change the SGTs but for now, this is the only way to do it in Genesys.  I hope that helps.

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Belinda Herrera
Genesys, Staff Product Manager
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Thank you for the response.  It seems that the manual ErlangC calculator tool I have always used seems to be the best for this.  Hopefully, being abe to make What-Ifs will come sooner rather than later. 

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Gina Palmer
Manager, Workforce Management
Papa, Inc.
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Original Message:
Sent: 04-30-2025 14:41
From: Belinda Herrera
Subject: What if? SL changes

Hi @Gina Palmer,

It is possible to do in Genesys, while maybe not ideal.  You could generate Staffing Requirements for the PGs you what to do the what-if for to get the requirements at the 80/30 goal.  You would then need to change the SGT for those PGs to 98/30 then you could generate the requirements again, which will give you the results at the 98/30 goal.   You could export both sets of requirements to do a comparison.  You will then want to change the SGT back to your 80/30 goal so that it doesn't impact other areas in WFM.  At some point in the future we'd like to add the ability to do these types of what-ifs in Capacity Planning without having to change the SGTs but for now, this is the only way to do it in Genesys.  I hope that helps.

------------------------------
Belinda Herrera
Genesys, Staff Product Manager
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