Genesys Cloud - Main

Hello.  I have been struggling with an issue with the Genesys Capacity Planner.  Erlang formulas require knowing the HOOP.  If there are no hours of operation set at the MU or BU level, what is Genesys using as the "hours of operation" in order to calculate the required headcount?  How does it know that on weekends, we have X hours, but on weekdays we have Y hours?  

I could be missing something obvious, but I wasn't sure.  

Thanks for any help!

JT

Hello James, 

First things first I have never seen the Hours of Operation, shortened to HOOP. I love it and now I cannot unsee or don't want to call it by anything else!

The Genesys capacity planner requires proper configuration HOOP to make accurate Erlang calculations. Without explicitly set HOOP at either the MU or the BU level, the system cannot make accurate staffing calculations that reflect you actual operating hours. The system does not automatically know or assume different hours for weekdays vs weekends. These operating hours need to be configured to ensure accurate capacity planning calculations. 

Some best practices:

1. Always configure HOOP at either the MU or BU level to ensure accurate calculations
2. if you have different operation hours for different days, these should be set in the HOOP configuration. 
3. The HOOP settings will directly impact you calculations and subsequent staffing requirements. 

All that being said I think I have some ideas on how to fix your current situation. 

1. Review and set up proper HOOP configurations at either the MU or BU level.
2. Ensure that your weekend and weekday hours are set
3. After configuring HOOP, validate your capacity planning calculations to ensure they align with you expected staffing needs. 

Some helpful Documentation:
capacity-plans-overview

about-worforce-management

set-up-the-work-plans-configuration

Hope this helps!

Hello.  I have been struggling with an issue with the Genesys Capacity Planner.  Erlang formulas require knowing the HOOP.  If there are no hours of operation set at the MU or BU level, what is Genesys using as the "hours of operation" in order to calculate the required headcount?  How does it know that on weekends, we have X hours, but on weekdays we have Y hours?  

I could be missing something obvious, but I wasn't sure.  

Thanks for any help!

JT

Hi Cameron!  You wrote:  "Review and set up proper HOOP configurations at either the MU or BU level"

There is no explicit setting that I can see at either the MU or the BU level that sets hours of operation.  Is the HOOP configuration just coming from what we have in work plans? Or do I have a potential access issue and HOOP settings are housed in the MU/BU settings and I just can't see it?  

I appreciate the assistance!

JT

Hello James, 

First things first I have never seen the Hours of Operation, shortened to HOOP. I love it and now I cannot unsee or don't want to call it by anything else!

The Genesys capacity planner requires proper configuration HOOP to make accurate Erlang calculations. Without explicitly set HOOP at either the MU or the BU level, the system cannot make accurate staffing calculations that reflect you actual operating hours. The system does not automatically know or assume different hours for weekdays vs weekends. These operating hours need to be configured to ensure accurate capacity planning calculations. 

Some best practices:

1. Always configure HOOP at either the MU or BU level to ensure accurate calculations
2. if you have different operation hours for different days, these should be set in the HOOP configuration. 
3. The HOOP settings will directly impact you calculations and subsequent staffing requirements. 

All that being said I think I have some ideas on how to fix your current situation. 

1. Review and set up proper HOOP configurations at either the MU or BU level.
2. Ensure that your weekend and weekday hours are set
3. After configuring HOOP, validate your capacity planning calculations to ensure they align with you expected staffing needs. 

Some helpful Documentation:
capacity-plans-overview

about-worforce-management

set-up-the-work-plans-configuration

Hope this helps!

Hello.  I have been struggling with an issue with the Genesys Capacity Planner.  Erlang formulas require knowing the HOOP.  If there are no hours of operation set at the MU or BU level, what is Genesys using as the "hours of operation" in order to calculate the required headcount?  How does it know that on weekends, we have X hours, but on weekdays we have Y hours?  

I could be missing something obvious, but I wasn't sure.  

Thanks for any help!

JT

Hello.  I have been struggling with an issue with the Genesys Capacity Planner.  Erlang formulas require knowing the HOOP.  If there are no hours of operation set at the MU or BU level, what is Genesys using as the "hours of operation" in order to calculate the required headcount?  How does it know that on weekends, we have X hours, but on weekdays we have Y hours?  

I could be missing something obvious, but I wasn't sure.  

Thanks for any help!

JT

It would be a mistake to say Genesys capacity planning uses Erlang-C or variants.

Let's take your example to an extreme...you have significant historical load on Sundays but you don't have anyone working on Sundays. We could still compute the staffing requirement on Sundays.

You mentioned Erlang and Erlang-C can take in volume, AHT, and SL/SLO and compute staffing requirement (with glaring holes like assuming no abandonment).

Part of our modeling does indeed look at historical information that includes agent activity in aggregate (e.g., when they handle interactions, what impact they have on service performance, etc.) in the BU.

Hello.  I have been struggling with an issue with the Genesys Capacity Planner.  Erlang formulas require knowing the HOOP.  If there are no hours of operation set at the MU or BU level, what is Genesys using as the "hours of operation" in order to calculate the required headcount?  How does it know that on weekends, we have X hours, but on weekdays we have Y hours?  

I could be missing something obvious, but I wasn't sure.  

Thanks for any help!

JT

Thanks Jay!  Are you able to explain the calculation that Genesys Capacity Planner is using to produce the required FTE?  We are trying to validate what's being produced by Genesys by comparing that to our in-house Capacity Plan.  

Thanks for your assistance!

Jimmy

It would be a mistake to say Genesys capacity planning uses Erlang-C or variants.

Let's take your example to an extreme...you have significant historical load on Sundays but you don't have anyone working on Sundays. We could still compute the staffing requirement on Sundays.

You mentioned Erlang and Erlang-C can take in volume, AHT, and SL/SLO and compute staffing requirement (with glaring holes like assuming no abandonment).

Part of our modeling does indeed look at historical information that includes agent activity in aggregate (e.g., when they handle interactions, what impact they have on service performance, etc.) in the BU.

Hello.  I have been struggling with an issue with the Genesys Capacity Planner.  Erlang formulas require knowing the HOOP.  If there are no hours of operation set at the MU or BU level, what is Genesys using as the "hours of operation" in order to calculate the required headcount?  How does it know that on weekends, we have X hours, but on weekdays we have Y hours?  

I could be missing something obvious, but I wasn't sure.  

Thanks for any help!

JT

Thanks Jay!  Are you able to explain the calculation that Genesys Capacity Planner is using to produce the required FTE?  We are trying to validate what's being produced by Genesys by comparing that to our in-house Capacity Plan.  

Thanks for your assistance!

Jimmy

It would be a mistake to say Genesys capacity planning uses Erlang-C or variants.

Let's take your example to an extreme...you have significant historical load on Sundays but you don't have anyone working on Sundays. We could still compute the staffing requirement on Sundays.

You mentioned Erlang and Erlang-C can take in volume, AHT, and SL/SLO and compute staffing requirement (with glaring holes like assuming no abandonment).

Part of our modeling does indeed look at historical information that includes agent activity in aggregate (e.g., when they handle interactions, what impact they have on service performance, etc.) in the BU.

Hello.  I have been struggling with an issue with the Genesys Capacity Planner.  Erlang formulas require knowing the HOOP.  If there are no hours of operation set at the MU or BU level, what is Genesys using as the "hours of operation" in order to calculate the required headcount?  How does it know that on weekends, we have X hours, but on weekdays we have Y hours?  

I could be missing something obvious, but I wasn't sure.  

Thanks for any help!

JT