Hello,
This is a question for any Genesys Wokforce Managent users/experts.
When using the Paid Hours a Day calculation within the Forecast of WFM Web Supervisor, the documentation advises to use total number of agents in site:
[i]'Paid Hours a Day—This value should be calculated from the average number
of hours that all agents in the site worked per day.
For example, consider a contact center with a 5-day week that uses 10 full-time
agents who work 40 hours per week and 10 part-time agents who work 30
hours per week. The paid hours per day is calculated as follows: 10 x 40 = 400
hours; 10 x 30 = 300 hours; 300 + 400 = 700 hours; 700 hours divided by 5
days equals 140 hours per day; and 140 hours divided by 20 agents equals an
average workday of 7 hours.
Note: WFM uses the value in the Paid Hours a Day field as part of its Full
Time Equivalent definition. The FTE values for each day at the top of
the columns (under Calc. and Req.) in the Scenarios Staffing View are
partially based on what you configure for Paid Hours a Day[/i]
However as the staffing build wizard is calculated by activity, it does not specifiy if this should be the number of agents who are skilled for that specific activity. So for example if the site had 100 agents, but only 25 are skilled for activity 'Directories', does the paid hours a day value go by 100 or 25 agents?
I am wondering what others users intepret this as?
Thanks,
WA
