Navigate the staffing requirements page

AI-generated summary

Genesys Cloud provides a Staffing Requirements feature within Workforce Management that enables supervisors to view and analyze required staffing details for specific forecasts without generating a complete schedule. Accessible through Menu > Workforce Management > Capacity Planning > Staffing Requirements, the feature requires appropriate licensing (CX 3, CX 4, CX 3 Digital, CX 1 WEM Add-on II, CX 2 WEM Add-on I, or EX) and specific permissions for Long Term Staffing Requirements, Business Unit, Short Term Forecast, and Planning Group viewing. Key capabilities include generating weekly staffing requirements, adding shrinkage calculations, displaying data as full-time equivalent (FTE) or hours, setting FTE definitions, regenerating requirements forecast modifications, and exporting data. The interface displays staffing requirements through both chart and table formats, showing Total Required, Shrinkage, and Net Required metrics. Users can interact with data points via hover tooltips and adjust visualization through zoom controls and date range filters. The page supports selecting specific business units and ABM forecasts, with a forecast week filter for targeted viewing. Display settings determine output format, with hours shown as Hours x 1000 in the interface but exported as total hours. A timestamp indicates when requirements were last generated, and an alert notifies users when forecasts have been modified since the last generation. Regeneration requires a minimum 5-minute interval between operations and a full day wait if Service Goal Template changes were made. The tab displays average requirements for planning groups within a selected date range, FTE definitions when configured, and applied shrinkage percentages. The Settings tab enables users to toggle between FTE or hours as the display unit and configure shrinkage adjustments, with preset FTE definition buttons available or manual entry options. The Planning Group selector allows users to filter and display specific planning groups by name, media, skill, queue, and language, with the capability to select multiple groups for aggregated value summation. The interface displays required averages for each planning group within the specified date range, supporting comprehensive workforce planning and capacity management functionality

PrerequisitesClick to expand

Genesys Cloud CX 3, Genesys Cloud CX 4, Genesys Cloud CX 3 Digital, Genesys Cloud CX 1 WEM Add-on II, Genesys Cloud CX 2 WEM Add-on I, or Genesys Cloud EX license
Workforce Management > Long Term Staffing Requirements – View and Edit permission
Workforce Management > Business Unit – View permission
Workforce Management > Short Term Forecast – View permission
Workforce Management > Planning Group – View permission

As a supervisor, using Staffing Requirements, you can view the required staffing details for a specific forecast. You need not generate a schedule to view the required staffing details. From the Staffing Requirements page, you can perform the following actions:

Generate weekly staffing requirements.
Add shrinkage to the staffing requirements.
Display staffing requirements as full-time equivalent (FTE) or hours.
Set the FTE definition.
Regenerate staffing requirements if the forecast has been modified.
Export data.

View staffing requirements

To view the staffing requirements details, do the following:

Click Admin.
Under Workforce Management, click Staffing Requirements.
Click Menu > Workforce Management > Capacity Planning > Staffing Requirements.
In the Business Unit list, select the business unit.
In the Choose Forecast dialog box, select the forecast. Currently, you can select only an ABM forecast from the list. You can use the forecast week filter to view the forecasts that start that week.
Click Confirm. The staffing requirements begin to generate. The following chart and table are displayed with the weekly staffing requirements details. Click the image to enlarge.

Note: You can view the details of the week’s Total Required, Shrinkage, and Net Required, when you hover over any data point in the chart. The table below the chart also displays the same details. This is a view only table and the details cannot be modified.

The Chart, Grid, and tooltip details change based on the display settings, either FTE or hours. Hours display as Hours x 1000. The export data is also based on the display settings. When you select hours, the total number of hours and not Hours x 1000 is exported.

Field definitions

The following table describes the fields in the Staffing Requirements page.

Field	Description
Date range	Indicates the staffing requirements date range, which is the same as the forecast date range.
Forecast link	A link to the forecast that was used to generate the staffing requirements displayed in the chart. When you click the link, the forecast opens in a new tab. You can choose to modify the forecast.
Business unit selector	Select the business unit from the list.
Change forecast	Select a different forecast from a forecast list.
Regenerate	Regenerate requirements if you modify the forecast. Note: To regenerate the requirements, you must wait at least 5 minutes since the requirements were last generated. The Regenerate button is disabled during the 5-minute window. If you made any changes to the Service Goal Template, you must wait until the next day to regenerate the requirements.
Export	Export the data for the planning groups that are selected or for all planning groups
Date and timestamp	Indicates the date and time at which you last generated the requirements. If you modify the forecast and refresh the staffing requirements page, the alert appears before the timestamp. This indicates that the forecast has been modified and the current requirements displayed do not include the changes made to the forecast. To view the requirements that include the updates, click the Regenerate button.
Start date	Indicates the start date of the chart date range.
End date	Indicates the end date of the chart date range.
Zoom Level	Zoom in and out on the chart to further display the date range of the zoomed in or zoomed out level.
Overview tab	The Overview tab on the right panel displays the: Average required for the planning groups and the date range displayed on the chart. FTE definition if it was selected in the settings. Shrinkage percentage added.
Settings tab	The Settings tab on the right panel allows you to select whether to view the data in FTE or hours and to add shrinkage to the requirements. If you select FTE, the FTE definition is needed as well. There are two preset buttons with the most common FTE definitions that can be selected, or you can manually type in the desired number. The shrinkage can be entered by either using the up down arrows or manually type in the desired number. Click the image to enlarge. Display unit field set to hours. Click the image to enlarge.
Planning Group selector	The Planning Group selector is displayed below the Overview section. You can select the planning group that you want to display in the chart and table below. If you select multiple planning groups, then the values displayed are a summation of all the planning groups. You can perform a search for the planning group using the name and filter planning groups by media, skill, queue, and language. The required average for the date range displayed in the chart is shown next to each planning group.

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Navigate the staffing requirements page

View staffing requirements

Field definitions

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