You will not have to generate a new schedule to see the predicted staffing requirement and service performance metrics. You do have to enable their display (vertical three dots at lower right of schedule; screenshot below). These are predicted values; actuals would be on intraday monitoring and other analytics views that show historical metrics.
Three rounds of feature enablement have been done around the world with the last set (including Ireland, Virginia, Frankfort, and Ohio) scheduled for 8pm EST.
Original Message:
Sent: 03-13-2024 10:11
From: Melissa Palmer
Subject: Adjusted Required Staff and Performance Metrics in Schedule View
Will I need to generate a new schedule to be able to view this release or will I see it in an already generated schedule? I am wondering as I haven't see the option to see these views yet. I know it may take until end of day today but I am very excited about this new release so I wanted to ask. I know this is primarily an enhanced forecasting tool but once the day passes will the SL, ASA, and AB update to show actuals?
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Melissa Palmer
Cox Automotive Corporate Services, LLC
Original Message:
Sent: 03-11-2024 09:53
From: Belinda Herrera
Subject: Adjusted Required Staff and Performance Metrics in Schedule View
Hello All,
This feature will begin to release today. The release schedule starts today at 10:00am EST and will be completed by 8:00pm EST on Wednesday. Depending on which region you are in, you can expect to see these new features sometime between today and end of day Wednesday.
------------------------------
Belinda Herrera
Genesys, Staff Product Manager
Original Message:
Sent: 03-05-2024 12:10
From: Belinda Herrera
Subject: Adjusted Required Staff and Performance Metrics in Schedule View
Hello Anthony,
Once the feature toggles have been enabled in your region you will be able to see the updates automatically. We will start enabling the feature toggles on Monday (3/11) and will have all regions enabled by 8pm EST on Wednesday.
------------------------------
Belinda Herrera
Genesys, Staff Product Manager
Original Message:
Sent: 03-05-2024 08:21
From: Anthony Cedrone
Subject: Adjusted Required Staff and Performance Metrics in Schedule View
Hi,
Will the updates automatically appear when Genesys pushes out the update or do I need to download anything to see the change?
Thank you,
Anthony
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Anthony Cedrone
Individual Only Contact Account
Original Message:
Sent: 02-28-2024 11:56
From: Belinda Herrera
Subject: Adjusted Required Staff and Performance Metrics in Schedule View
Release Update: As of now, we are still on track to release this feature in 2 weeks.
Thank you,
------------------------------
Belinda Herrera
Genesys, Staff Product Manager
Original Message:
Sent: 02-20-2024 13:09
From: Belinda Herrera
Subject: Adjusted Required Staff and Performance Metrics in Schedule View
Release Update: I am happy to announce that we can now share a new release date. We are targeting 3/13/2024 for the release. I will continue to post updates here every week until it's released.
Thank you,
------------------------------
Belinda Herrera
Genesys, Staff Product Manager
Original Message:
Sent: 02-20-2024 09:37
From: Belinda Herrera
Subject: Adjusted Required Staff and Performance Metrics in Schedule View
Hello All,
Release Update: We are continuing to work on getting this issue resolved and getting this feature released. More progress is made every day but I still do not have a new release date to share. As soon as we have a date we feel confident about I will post it here.
Thank you.
------------------------------
Belinda Herrera
Genesys, Staff Product Manager
Original Message:
Sent: 02-08-2024 13:03
From: Belinda Herrera
Subject: Adjusted Required Staff and Performance Metrics in Schedule View
Hello All,
Release Update: There has been much progress made since last week and we are getting closer to a resolution. I do not have a new estimated date for the release but I do think that I will be able to communicate that soon as like I mentioned, the team has made great progress. If anything changes this week I will post an update otherwise look for an update next week.
------------------------------
Belinda Herrera
Genesys, Staff Product Manager
Original Message:
Sent: 02-05-2024 12:10
From: Belinda Herrera
Subject: Adjusted Required Staff and Performance Metrics in Schedule View
Hello Vaun,
The update should be there now. Also, below are the correct links, the links I posted previously were incorrect.
------------------------------
Belinda Herrera
Genesys, Staff Product Manager
Original Message:
Sent: 02-02-2024 15:54
From: Vaun McCarthy
Subject: Adjusted Required Staff and Performance Metrics in Schedule View
HI Belinda
It looks like your banner changes haven't made their way from your staging resource centre site into the public one. (ie what we can see).
------------------------------
Vaun McCarthy
Original Message:
Sent: 02-02-2024 14:33
From: Belinda Herrera
Subject: Adjusted Required Staff and Performance Metrics in Schedule View
Hello Anthony,
Here are all of the pages in the Resource Center where we posted the banner. The banner just states that the feature is temporarily disabled with a link back to this community page for updates.
------------------------------
Belinda Herrera
Genesys, Staff Product Manager
Original Message:
Sent: 02-02-2024 07:18
From: Anthony Cedrone
Subject: Adjusted Required Staff and Performance Metrics in Schedule View
Hello Belinda,
Where can I find the banner please? Can you provide a link or a note of how to find the banner? Thank you!
Anthony
------------------------------
Anthony Cedrone
Individual Only Contact Account
Original Message:
Sent: 01-31-2024 17:14
From: Belinda Herrera
Subject: Adjusted Required Staff and Performance Metrics in Schedule View
Hi Vaun,
A banner was posted in the Resource Center on the pages for this feature earlier today. Sorry for not posting it sooner but it's there now.
Thanks!
------------------------------
Belinda Herrera
Genesys, Staff Product Manager
Original Message:
Sent: 01-31-2024 00:53
From: Vaun McCarthy
Subject: Adjusted Required Staff and Performance Metrics in Schedule View
Thanks Belinda, is it possible when this type of unforeseen thing happens that we get a banner or something put onto the resource page for that feature? Might save a bit of time that was spent today trying to work out why it wasn't working in multiple orgs before stumbling on this thread :)
------------------------------
Vaun McCarthy
Original Message:
Sent: 01-29-2024 13:02
From: Belinda Herrera
Subject: Adjusted Required Staff and Performance Metrics in Schedule View
Hello,
Unfortunately, I still don't have an estimated date for deployment. We are continuing to do additional testing to ensure that everything is ready for deployment. We are currently trying another solution and then will run more test against that solution. Once we have the results of that testing we will have a better idea of where we are. I will continue to post updates here as I get them.
Again, I apologize for this delay but be assured that we are actively working on getting this resolved and into production as soon as possible.
Thank you,
------------------------------
Belinda Herrera
Genesys, Staff Product Manager
Original Message:
Sent: 01-24-2024 14:15
From: Belinda Herrera
Subject: Adjusted Required Staff and Performance Metrics in Schedule View
Hello,
We are still actively working on finding the solution so that we can deploy this feature as soon as possible. I can confirm that a lot of progress has been made and we're close to getting a resolution. Some additional testing is needed at this point to ensure we are ready to deploy. I do not have a date for deployment at this time but as soon as I get confirmation on a date I will post an update here.
------------------------------
Belinda Herrera
Genesys, Staff Product Manager
Original Message:
Sent: 01-19-2024 14:44
From: Belinda Herrera
Subject: Adjusted Required Staff and Performance Metrics in Schedule View
Release Update. During the deployment of this feature we ran into an unintended delay. We are working on resolving the issue as quickly as possible. I will post an update as soon as I have more information and an estimated timeframe.
Thank you for your understanding and I apologize for the delay.
------------------------------
Belinda Herrera
Genesys, Staff Product Manager
Original Message:
Sent: 12-08-2023 15:44
From: Belinda Herrera
Subject: Adjusted Required Staff and Performance Metrics in Schedule View
Hello All,
Release date update. There's been another slight delay so the new GA date for this is 1/17/2024.
Thank you.
------------------------------
Belinda Herrera
Genesys, Staff Product Manager
Original Message:
Sent: 11-27-2023 12:11
From: Belinda Herrera
Subject: Adjusted Required Staff and Performance Metrics in Schedule View
Hello All,
We ran into a couple small issues that needed to be addressed before we released this, so we've moved the GA date out a couple weeks. The new GA date for this is now 12/13/2023. Everything seems to be on track for that date as of now but if for some reason that changes I'll be sure to post an update here.
Thank you.
------------------------------
Belinda Herrera
Genesys, Staff Product Manager
Original Message:
Sent: 11-27-2023 11:13
From: Jennifer Springs
Subject: Adjusted Required Staff and Performance Metrics in Schedule View
Is this still planned for this week's release?
------------------------------
Jennifer Springs
Maximus, Inc.
Original Message:
Sent: 11-03-2023 15:23
From: Belinda Herrera
Subject: Adjusted Required Staff and Performance Metrics in Schedule View
Hello Heather,
The GA date for this change is November 29th.
------------------------------
Belinda Herrera
Genesys, Staff Product Manager
Original Message:
Sent: 11-01-2023 04:59
From: Heather Henderson
Subject: Adjusted Required Staff and Performance Metrics in Schedule View
This is fantastic. Can you tell us when to expect the changes?
------------------------------
Heather Henderson
Sabio Ltd
Original Message:
Sent: 10-31-2023 20:14
From: Belinda Herrera
Subject: Adjusted Required Staff and Performance Metrics in Schedule View
Hello Everyone,
We will be making some changes to the data that is displayed in the bottom section of the Schedules screen. This additional data is intended to arm you with the information you need to determine when and where to make scheduling adjustments. You will be able to see the impact that a schedule adjustment has on specific PGs. Here are the changes you will see:
- The current Scheduled and Forecast section will be renamed to Scheduled, Required and Performance
- There will be a new Required section
- The current "Forecast" metric will be renamed to Required Staff (same metric just new name)
- New metrics will be added
- Adjusted Required Staff - required agents based on the most recent Volume and AHT forecast that is linked to the schedule
- Adjusted Difference - difference between Scheduled and Adjusted Required Staff
- Adjusted Required Staff with Shrinkage - required agents based on the most recent Volume and AHT forecast and includes shrinkage
- Adjusted Difference with Shrinkage - difference between Scheduled and Adjusted Required Staff with Shrinkage
- There will be a new Performance section
- New metrics will be added
- Service Level % - the expected Service Level based on the most recent Volume and AHT forecast
- Average Speed of Answer (sec) - the expected Average Speed of Answer based on the most recent Volume and AHT forecast
- Abandoned % - the expected Abandoned rate based on the most recent Volume and AHT forecast
As an Admin, you will need to select the 3 dot menu on the right side of the screen to open the display options for the Required and Performance metrics. You can then select the metrics that you would like to display.
The Performance data can be displayed by Media Type.
When an update is made to a schedule the Performance metrics will recalculate.
#WorkforceManagement
#Scheduling
------------------------------
Belinda Herrera
Genesys, Staff Product Manager
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