Genesys CTI User Forum

Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: *sutton* on August 10, 2010, 01:50:36 PM

Title: WFM Actual Overhead Report
Post by: *sutton* on August 10, 2010, 01:50:36 PM

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

Title: Re: WFM Actual Overhead Report
Post by: bsheridan 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.