Explanation is understood. Will be interesting to see when the demand shifts i.e. within next 2/3 4 weeks or further , i get it but i challenge it because if we change utilisation how will we ever truly know the impacts
have other orgs similar to Genesys followed a similar approach and interested in others views
Original Message:
Sent: 03-26-2024 11:08
From: Christopher Johnson
Subject: Forecasting for chat concurrency
Hi Steven,
We are able to successfully back out "hold time" that is associated with concurrency. In other words when an agent puts one interaction on hold to work another concurrent interaction, we are able to see this and can calculate an adjusted AHT in the historical data. As noted before, this only happens during staffing requirements calculations in the current design, so AHTs displayed historically and in forecasting will appear to be high when there is concurrency, but staffing requirements are adjusted to reflect the concurrency.
You mentioned trying different scenarios and not seeing a shift. I just wanted to mention that changing utilization/concurrency settings will not have an immediate impact on the forecast or staffing requirements since they run off of historical data. So, if you were to change agent utilization settings to allow say 3 concurrent chats instead of two, as time passes and historical chat data appears with up to 3 overlapping/concurrent chats, the algorithm will see the new historical data and adjust out the additional hold time when an agent is working another concurrent chat. In this example, the underlying AHT (time worked on each chat) may or may not actually change very much for a concurrency of 2 vs. 3.
Is there additional information that would be helpful to display to the user for concurrency? Longer term we could consider showing the adjusted AHT in one of the UIs, and potentially the calculated concurrency rate but we don't have that work on the near term roadmap right now. If there is additional information that would be helpful to see then we can create an idea to track.
Thank you,
Chris Johnson
------------------------------
Christopher Johnson
Genesys - Employees
Original Message:
Sent: 03-26-2024 09:46
From: Steven Johnson
Subject: Forecasting for chat concurrency
Thanks Chris, super speedy response !
Do we have any data to provide evidence that this works as I say I cant seem to see any shift when i try different scenarios
have other Orgs confirmed acceptance the fix works as intended. Final query is this the right way to calculate the resource demand in these circumstances. I'm not saying it is or isn't but how many other people adopt this way ?
------------------------------
Steven Johnson
Northumbrian Water
Original Message:
Sent: 03-26-2024 09:38
From: Christopher Johnson
Subject: Forecasting for chat concurrency
Hi Steven,
There was a bug fix released on February 21st 2024 related to the staffing requirements calculation when there is concurrency that should resolve any remaining issues. The approach we've taken is to capture historical volume and AHT and use that for forecasting with no modifications for concurrency, but then factor in concurrency during staffing requirements calculation. What this means is that your forecasted AHT will include time when an agent is working another concurrent interaction (so the AHT will match what was displayed historically but will appear high when there is concurrency). But then when we generate staffing requirements for scheduling, the algorithm adjusts by reducing AHT when the agent was working on a concurrent interaction. The result is reduced staffing requirements to reflect the concurrency that is happening.
I hope this helps.
Thank you,
Chris Johnson
------------------------------
Christopher Johnson
Genesys - Employees
Original Message:
Sent: 03-26-2024 09:19
From: Steven Johnson
Subject: Forecasting for chat concurrency
Hi Jay - do you have any evidence that shows that a change in concurrency changes resource demand, over the last 12 months I have tried and tested a number of scenarios and still to this day I see no change in demand based on a concurrency within a planning group on a specific queue whether it be 1, 2 or 3 , surely adjusting from 1 to 3 would show some change in demand ? I see a further comment below (Christopher Johnson) stating Q1 2024 , that's almost over...... ?????
------------------------------
Steven Johnson
Northumbrian Water
Original Message:
Sent: 10-04-2023 07:20
From: Jay Langsford
Subject: Forecasting for chat concurrency
Forecasting for offered and AHT would have nothing to do with concurrency. Our staffing requirement does indeed model in gains or losses in efficiency by concurrency and other configuration items and adjusts requirement accordingly. Just because you have configured concurrency does not mean it always occurs. And of course more concurrency means increases in AHT and decrease in customer satisfaction (the customer realizes the agent is juggling other interactions because of the sporadic nature and delays of the agent's context switching).
"it says we need much more staff then we actually do" there could be multiple reasons why this is the case (overly segmented load and staff, poor forecast accuracy, bad configuration, abysmal historic agent adherence, abysmal actual service performance, a much higher configured service performance goal than you actually can achieve interval over interval, etc.). The FAQ entry below covers some. As always, if you think there is an issue and nothing is obvious, then open a support ticket.
Why are staffing requirements higher or lower than expected? - Genesys Cloud Resource Center
Genesys Cloud Resource Center | remove preview |
| Why are staffing requirements higher or lower than expected? - Genesys Cloud Resource Center | Workforce management can predict a higher or lower than expected staffing requirements... [More] | View this on Genesys Cloud Resource Center > |
|
|
------------------------------
Jay Langsford
VP, R&D
Original Message:
Sent: 10-03-2023 12:30
From: Jonathan Jones
Subject: Forecasting for chat concurrency
Hi Shannon, did you ever get any feedback from a Genesys employee on why their forecasting system doesn't take into account concurrency in messages? We have the same issue, different lines of business can take from 2 to 5 messages concurrently, yet the forecasting only looks at it as one at a time, so it says we need much more staff then we actually do, so the schedules are all off, because the foundational piece is broken. We're looking at manually adjusting the AHT in the forecast (but by how much?), but really what's the point of 28 magic algorithms Genesys offers, if they don't do anything to solve the actual problem.
------------------------------
Jonathan Jones
Questrade Inc
Original Message:
Sent: 05-09-2023 10:14
From: Shannon Hellner
Subject: Forecasting for chat concurrency
Hello! How do you folks forecast for chat concurrency, so your staffing requirements are correct? We are sitting around a concurrency factor of 2, but not sure how to incorporate that somewhere so the forecasted FTE need takes it into consideration. Thanks!
#Genesys Cloud CX
#WorkforceManagement
#Forecasting
#Scheduling
------------------------------
Shannon Hellner
Paycor, Inc.
------------------------------