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Offline *sutton*

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WFM Actual Overhead Report
« on: August 10, 2010, 01:50:36 PM »
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Hello

We are looking for how the Calculated Staffing and Scheduled Coverage are calculated on the Actual Overhead Report in WFM

Our report is showing a figure of around 80 for both but we do not know how to interpret these for analysis.

We have 57 agents scheduled shifts for that day working a total of 348 hours. The figure of 80 does not compare with a head count figure or to hours scheduled.

Thanks in advance

« Last Edit: August 13, 2010, 07:56:40 AM by *sutton* »
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Offline bsheridan

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Re: WFM Actual Overhead Report
« Reply #1 on: August 16, 2010, 08:18:16 PM »
Has anyone answered you? I am new to Genesys and am looking at implementing WFM in our center. Do you have any pointers for a new user?
Thanks in advance.
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