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Daniel Chapdelaine

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RE: Ganification conformance%

Posted By Daniel Chapdelaine 03-31-2026 11:04
Found In Egroup: Workforce Engagement Management \ view thread
Hi Dana, Thank you so much for your question and for sharing those details! I checked with our engineering team, and I want to let you know that the discrepancy is actually intentional. In gamification, we calculate this by dividing the actual hours worked by the total scheduled hours at the end of ...

RE: Best Method forecasting

Posted By Daniel Chapdelaine 06-02-2025 09:21
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Hi Shirley, Currently, the Main Forecast is not available for downstream processes, such as Scheduling and Capacity Plans, which is why it's "read-only". It is something we plan to add but at this time there is no date. ------------------------------ Daniel Chapdelaine, Senior Product ...

RE: Best Method forecasting

Posted By Daniel Chapdelaine 05-13-2025 11:52
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Hi Shirley, Great question-and it's awesome to hear you're exploring forecasting and scheduling in Genesys Cloud WFM! Yes, you can absolutely create and work with schedules without publishing them. This is a great way to "play" and test different scenarios without impacting your current schedules ...

RE: Forecasting Screen UI Question

Posted By Daniel Chapdelaine 05-05-2025 10:01
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Hi Jacqueline, We have not pushed any updates to the forecasting UI. Genesys has a policy that requires us to communicate UI changes to our users before rolling them out. Have you changed anything with your desktop, like resolution or a new monitor? Unfortunately, the columns can not be resized, ...

RE: Forecast Grid Export

Posted By Daniel Chapdelaine 05-02-2025 09:32
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Hello Heather, Thank you for reaching out and asking your question. Unfortunately, at this time, the forecast export is only rolled up by planning groups, I apologize for any inconvenience that causes you when managing your forecasts. You can submit an idea to enhance the export so that it ...

RE: Applying New Forecast to a Schedule & the Scheduled, Required, Performance Numbers

Posted By Daniel Chapdelaine 03-27-2025 10:28
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Hi Jacqueline, There is a permission required to see the adjusted rows. It is called wfm:staffingRequirement:view. Sorry for not mentioning it in my previous post; I was unaware we had permission for it. ------------------------------ ...

RE: Applying New Forecast to a Schedule & the Scheduled, Required, Performance Numbers

Posted By Daniel Chapdelaine 03-27-2025 09:28
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Hi Jacqueline, In your original screenshot, I did not see the Adjusted Required Staff and Adjusted Required Staff with Shrinkage rows. When you change the forecast being used by a schedule, we only update the Adjusted rows. Once you review the values of the Adjusted rows after changing a schedule ...

RE: MAIN FORECAST

Posted By Daniel Chapdelaine 03-25-2025 09:46
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Hello Ana, I understand you're facing challenges with the WHI forecast you mentioned in your first post. It can be frustrating when things don't work as expected. To clarify, WHI forecasts won't show up in the Main Forecast UI; you'll need to access them through the Forecast menu option instead. ...

RE: Best Method forecasting

Posted By Daniel Chapdelaine 03-17-2025 10:02
Found In Egroup: Workforce Engagement Management \ view thread
Hi Robert, Great question! This is actually a roadmap item for the main forecast, so it's something we're actively looking into. I'd love to get your perspective as a user-how would you ideally like to see this work? Are you looking for more flexibility in updating specific weeks, a different way ...

RE: Best Method forecasting

Posted By Daniel Chapdelaine 03-11-2025 09:41
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Hi Heather, These are some great questions! You are correct; the Main Forecast updates nightly, and ABM is static at the time of creation. Once an ABM forecast is created, it is static; however, if you make a new ABM forecast the next day, you will see different results. You can think of the ...

RE: Best Method forecasting

Posted By Daniel Chapdelaine 03-10-2025 15:03
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Hi Mike, That is correct; once an ABM forecast has been created, it is static. That is why we have started building a new version called the "Main Forecast." Inside the Main Forecast UI is the Continuous Forecast; it uses the same technology as an ABM Forecast but automatically updates every night. ...

RE: Timezones seem off on my Main Forecast Continuous Forecasting Actuals

Posted By Daniel Chapdelaine 02-10-2025 10:28
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Hi Gina, Are you still experiencing any issues with the timezones? Also, have you heard back from the care team yet? Thanks! ------------------------------ Daniel Chapdelaine, Senior Product Manager, WFM Forecasting Genesys - Employees ------------------------------

RE: 📢 New Feature - Allow Import of Separate Historical Data Files per set of Queues to aid in Forecasting Data Migration

Posted By Daniel Chapdelaine 02-06-2025 09:38
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Hi Soumik, The feature should now be live in all regions! Take Care, ------------------------------ Daniel Chapdelaine, Senior Product Manager, WFM Forecasting Genesys - Employees ------------------------------

📢 New Feature - Allow Import of Separate Historical Data Files per set of Queues to aid in Forecasting Data Migration

Posted By Daniel Chapdelaine 02-03-2025 10:00
Found In Egroup: Workforce Engagement Management \ view thread
Hello Genesys Community, Great news! We're excited to announce that an enhancement to the Historical Data Import (HDI) will be launched this week. This update makes it easier for administrators to handle multiple files, allowing you to upload them without affecting any already uploaded files. Each ...

RE: Timezones seem off on my Main Forecast Continuous Forecasting Actuals

Posted By Daniel Chapdelaine 01-09-2025 16:34
Found In Egroup: Workforce Engagement Management \ view thread
Hi Gina, Thank you for confirming the time zones. Our engineering team tried to reproduce the issue in our environments but was unsuccessful. They have suggested that you open a care ticket and ask for it to be escalated to a servops so we can investigate the issue further. Please feel free to ...

RE: Timezones seem off on my Main Forecast Continuous Forecasting Actuals

Posted By Daniel Chapdelaine 01-08-2025 10:28
Found In Egroup: Workforce Engagement Management \ view thread
Hi Gina, Happy New Year! Thank you for bringing this to our attention. I do have a couple of follow-up questions to help us investigate. What is the BU time zone being used? What is the Main Forecast Display Time zone being used? In case you need help finding the information, here ...

RE: Service Goal Template - Greater than 5 Days

Posted By Daniel Chapdelaine 11-20-2024 13:55
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Hi Brahdilleone, We are currently working on a new feature with a tentative release date of January 27, 2025, that will allow users to configure service goal templates for longer periods of up to 366 days. However, please remember that anything above 15 minutes in the WFM service goal template ...

RE: 📢New Feature - The Continuous Forecast in an all new Forecasting UI

Posted By Daniel Chapdelaine 11-08-2024 16:31
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Hi Sherri, You can use the granularity picker to view the data in different intervals. However, all our forecasts are made at 15-minute intervals for the first year of data. I hope this helps! ------------------------------ Daniel Chapdelaine, Senior Product Manager, WFM Forecasting ...

RE: 📢New Feature - The Continuous Forecast in an all new Forecasting UI

Posted By Daniel Chapdelaine 11-07-2024 11:35
Found In Egroup: Workforce Engagement Management \ view thread
Hi Everyone, Thank you for the positive feedback, Wayde; I have shared it with the engineering team. We are starting to research and plan to export the CF values, but I still need to set a GA date. Now that we have displayed the history in the Main Forecast UI, we plan to allow users ...

RE: 📢New Feature - The Continuous Forecast in an all new Forecasting UI

Posted By Daniel Chapdelaine 11-05-2024 15:14
Found In Egroup: Workforce Engagement Management \ view thread
Hi Gina, Unfortunately, we do not have a training class on this feature yet, but we are working with the education team to put one together. In the meantime, here is some basic information on what it tells you and how to use it. This first release is a "read-only" version that introduces the ...