Does Genesys offer a way to calculate FTE need and display that need using different forecasting scenarios? For example, If I want to see how many FTE our call center needs if we changed our operating hours or service level?

Hi Cody, 

We are working on adding this to Genesys Cloud; we want to give users a staffing requirement forecast that reflects any changes they have made to their forecast or "scenarios." Currently, the staffing needs generation in GC is tied to the scheduling process, so you can see the staffing needs for any forecast by creating a schedule from it. You can create a Forecast, make your modifications, and create a schedule to see the staffing numbers. You can make unlimited forecasts and schedules. We also have a feature that allows you to change the forecast associated with a schedule and update the staffing numbers to match the new forecast. 

You can track our progress on the staffing requirements forecast via this idea - https://genesyscloud.ideas.aha.io/ideas/WEFRC-I-61. 

I hope this helps!

Does Genesys offer a way to calculate FTE need and display that need using different forecasting scenarios? For example, If I want to see how many FTE our call center needs if we changed our operating hours or service level?

@Daniel Chapdelaine do you have a publicly available link for that idea?

Is it one of these two, or something else?

https://genesyscloud.ideas.aha.io/ideas/WEM-I-573

https://genesyscloud.ideas.aha.io/ideas/WFMSCH-I-6

Hi Cody, 

We are working on adding this to Genesys Cloud; we want to give users a staffing requirement forecast that reflects any changes they have made to their forecast or "scenarios." Currently, the staffing needs generation in GC is tied to the scheduling process, so you can see the staffing needs for any forecast by creating a schedule from it. You can create a Forecast, make your modifications, and create a schedule to see the staffing numbers. You can make unlimited forecasts and schedules. We also have a feature that allows you to change the forecast associated with a schedule and update the staffing numbers to match the new forecast. 

You can track our progress on the staffing requirements forecast via this idea - https://genesyscloud.ideas.aha.io/ideas/WEFRC-I-61. 

I hope this helps!

Does Genesys offer a way to calculate FTE need and display that need using different forecasting scenarios? For example, If I want to see how many FTE our call center needs if we changed our operating hours or service level?