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  • 1.  Does know what the metrics the WFM use to calculate the headcount?

    Posted 06-06-2018 04:59
    Edited by Jennifer Macdonald 06-06-2018 05:01
    This was a very good question asked in one of our other communities and I thought it would be good to answer it here.

    Are we comparing Coverage with #Headcount? If so you may find a discrepancy for the following reason, taken from the documentation:

    "Number of Agents is also called Headcount or Agents in Seats. If an agent is multi-skilled and is scheduled for more than one activity for a given period, he will actually count as 1 headcount for each of the activities for which he is scheduled. Therefore, in comparison with Coverage, Headcount can double count an agent if he is multi-skilled and is scheduled for more than one activity during a particular period."

    The documentation can be found here

    Documentation:WM:Admin:CCPerf:8.5.0 - Genesys Documentation

    Would you like us to discuss this?

    thanks







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    Jennifer MacDonald
    Senior WFO consultant
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  • 2.  RE: Does know what the metrics the WFM use to calculate the headcount?

    Posted 06-26-2018 02:55
    As mentioned, scheduled headcount is basically agents in seats. However there is a bit more to Actual Headcount. The information below is from customer care article# 000026640 titled "How WFM determines Actual Headcount (Actual Agents)".
    • Headcount [Actual]
      • To determine if agents should be calculated in Headcount, WFM operates not by particular status (like LoggedIn) but by correlation between actual agent status and the Scheduled State for this agent.
      • Instead of the "LoggedIn" state we're observing how agents are adherent for the particular timestep (15-minutes interval) where is scheduled to take calls pertaining to a specific Activity
        • This correlation is calculated based on the Adherence rules which are defined in the Schedule States Groups .
      • As a result if agents are adherent based on those rules defined in the Schedule State Group (Contact Time) to work on a specific activity for any timestep, they will be counted in the Headcount Actual
        • Example:
        • We have Schedule State Groups which are sets of combinations of schedule sates and relevant Adherent states (see list or example below):
          • "Contact Time" Schedule State Group which includes
            • All Activities
            • Adherent States such as
              • CallRinging, WaitForNextCall
              • CallInbound, CallOutbound
              • However these relevant states do not include "NotReadyForNextCall" actual state
            • If for any given interval we have "Contact Time" scheduled, those agents in the NotReadyForNextCall state during this interval this agent will not be counted in the Headcount Actual metric.
            • WFM operates by 15-minute intervals for almost all calculations and by 1-minute interval for determining agent states.
              • If an agent changes his state several times during a one minute interval, the state in which the rep was in during that one minute interval will be recorded as the agent's actual state).
              • When a fractional number is reported as the Headcount Actual for a 15 minute interval the calculation is accounting for the amount of time during that 15 minute interval where agents are in a non-adherent state
                • Example:
                  • An agent was scheduled 13:00 – 13:15 for several activities included in the "Contact Time" Schedule State Group
                  • During the 13:00 – 13:15 interval, the agent spent
                    • 7 minutes in NotReadyForNextCall state
                    • 8 minutes in WaitForNextCall state
                  • According to the adherence rules, the agent will be counted as 0.53 in the Headcount Actual for this 15 minute interval


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    Slate Burke
    Fidelity Investments, Inc
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    Original Message


  • 3.  RE: Does know what the metrics the WFM use to calculate the headcount?

    Posted 07-03-2018 12:52
    ​Thank you for this information.

    If I wanted to compare how many are actually staffed vs how many we scheduled, what fields would I look at?

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    Jammie Cross
    BB&T (Branch Banking & Trust Comp.)
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    Original Message


  • 4.  RE: Does know what the metrics the WFM use to calculate the headcount?

    Posted 07-04-2018 07:28
    Hi Jammie,

    If you go into the performance - Intraday and go into the options, you have the ability to select actual and scheduled headcount.

    thanks

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    Jennifer MacDonald
    Senior WFO consultant
    Guru
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    Original Message