WFM Actual Overhead Report

Genesys Cloud WFM
1

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

2

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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