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  • 1.  Forecasting/Scheduling - WFM Genesys Cloud

    Posted 04-20-2021 09:58
    No replies, thread closed.
    Hi Community! 

    I have a few questions about the forecasting calculation in Genesys Cloud. I've read a few articles related to the subject but wasn't able to find the exact answers that I am looking for and I'm hoping that someone from the community could help! 

    1. Is WFM generating forecasts/headcount against each planning group individually or will it a be calculation on the totals from all planning groups of a same business unit?
    2. If I have agents that are assigned to 2 or more different planning groups, how is WFM calculating their utilization time to provide the right number of forecasted agents? 
    2. When calculating the number of forecasted agents (number of agents needed per interval), does WFM take into account the agent utilization setting? As an example, if we have agents that can handle a call + a chat or 2 chats simultaneously, is there an adjustment factor applied to take that into account? 

    Thank you in advance for your responses! 
    Tam
    #Ask Me Anything (AMA)

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    Tam Cao
    i3Vision Technologies Inc.
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  • 2.  RE: Forecasting/Scheduling - WFM Genesys Cloud

    Posted 04-20-2021 12:17
    No replies, thread closed.
    1. Is WFM generating forecasts/headcount against each planning group individually or will it a be calculation on the totals from all planning groups of a same business unit?

                Planning Groups are groupings of agents based on queue, language, media type and skill.  They are used simultaneously to schedule agents across multiple planning groups in the same management unit.  The Business units are groupings of management units that are used for viewing and reporting, not on scheduling as that is done at the management unit level. 


    2. If I have agents that are assigned to 2 or more different planning groups, how is WFM calculating their utilization time to provide the right number of forecasted agents?

    • Planning groups allow users to simplify their configuration for workforce management by combining one or more queues, languages, and skill sets for forecasting and scheduling. However, remember that schedule generation looks for agents who can handle the entire planning group. Agents who can only handle a subset of the planning group will not be scheduled based on workload, but will receive a schedule.

    3. When calculating the number of forecasted agents (number of agents needed per interval), does WFM take into account the agent utilization setting? As an example, if we have agents that can handle a call + a chat or 2 chats simultaneously, is there an adjustment factor applied to take that into account?

             Not sure on this one, but from what I have seen, that is not taken into account - only skills and languages.   I added this idea to account for this:  Consider Utilization when scheduling agents | Genesys Cloud Ideas Lab (aha.io)

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    Robert Wakefield-Carl
    Avtex Solutions, LLC
    Contact Center Innovation Architect
    robertwc@avtex.com
    https://www.Avtex.com
    https://RobertWC.Blogspot.com
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    Original Message


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