Starting values come from the last six weeks of Genesys actuals against the MIS forecast.
Shifts are 9.5 hours including a one-hour break. Agents ticked “Fri +1h” on shift 1 lose 12:30 to 13:30 on Fridays.
What this shows: the calls we expect each day and how many agents we need in the morning and the evening. Pick which forecast to use.
Overtime needed = agent-hours still missing after the roster, at the hours shown (for example 18:00–21:00 needs 3 more agents). Week = Monday to Sunday.
Morning = 10:00 to 17:00, evening = 17:00 to midnight. “Agents needed” is the most agents required at one time in that part of the day to hit 80% in 20 seconds. “On duty” is the number of agents who must work that day (including absence); the rest are off. Green means the expected service level meets the target, amber is within 10 points, red is below.
What this shows: the roster, built automatically from the forecast. Each agent keeps the same two days off every week. To change days off, shifts or leave, go to “Agents & days off”.
What to do here: keep the list of active agents, tick preferred days off, and enter annual leave. The schedule updates straight away.
Active: untick for anyone away or gone. Preferred 2 days off: a request; the next column shows what the schedule could give. Fri +1h: takes the extra Friday hour. Annual leave: dates like 2026-12-10,2026-12-11 (enter before month end). Co-team leaders always work the evening.
“Wanting off” = agents who asked for that weekday off. “Can be off” = agents minus the agents needed that weekday. “not all” means some requests had to move to another pair.
What this shows: past days since March, and why the service level was missed.
Who can sign in and what each person can do. Only the admin sees this page. Admin, Team Leader and Co Team Leader can always see and edit everything.
A new person signs in with their email and the one-time setup code shown when you add them, then creates their own password. Reset password gives a new code.
Where the numbers come from. They refresh by themselves every day.
CSV columns: date,queue,hour,offered,answered,abandoned,sl_pct,aht,onq,training.
CSV: date,interval_or_hour,queue,forecast_calls.