Workforce Engagement Management

good morning,

I am having issues with staffing requirements. I am attempting to discern how much staff i need for Q1 of 2026 based on a forecast. However, Genesys spat out outrageous numbers at me. This happened earlier in the year as well when i was forecasting for Q4 of this year. Last time the issue resolved itself after a week (it happened right around the time new capacity plan feature came out, so i assumed that something was messed up because of that). However, right now i am experiencing the same issue. Genesys tries to tell me that i need almost 15K employees to handle 6K calls a week. That number goes down during later weeks but it's still too high until about march where it seems to be somewhat normal. However, seeing outrageous (seemingly random) numbers does reduce confidence in the feature. Does anyone know what may be causing this? I double and triple checked my volumes and AHT and that is in line.

#GeneralQuestion

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James Yaeger
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I'd start with https://help.mypurecloud.com/faqs/why-are-staffing-requirements-higher-or-lower-than-expected/ and if nothing obvious, then I would recommend opening a support ticket. What do the forecast volumes and AHT look like for the week of 28-Dec-2025 (e.g., are they elevated significantly)?