What we forecast against what Genesys shows we actually got. Use the buttons above the chart and above the table to switch between interval, day, week and month.
Calls
Day
Service level (SL) = the share of calls answered within 20 seconds. For example 96% means 96 of every 100 calls were answered within 20 seconds; the target is 80%. Forecast SL: for past days it is the MIS simulated SLA (or, on the planner forecast, our model with the agents who were really on queue); for coming days it is what the roster is expected to achieve. Actual SL comes from Genesys. “To date” compares only the days that already have actuals. “Projected” = actual so far plus the expected service level for the remaining days. Morning = 10:00 to 17:00, evening = 17:00 to midnight. In Day view you can type your own planned calls for coming days (marked ✎). * = no MIS figure, planner used.
The roster is built automatically from the forecast; each agent keeps the same two days off every week. To change any agent's shift on any day, click that cell and choose a shift, day off, annual leave or refund/email (changed cells have an orange dashed border). The counts and service level below update straight away. Preferred days off, shifts and leave are set in “Agents & days off”.
Roster
Service level and calls: forecast vs actual
Actual = Genesys calls answered within 20 seconds. Projected end of period = actual so far plus the service level the roster is expected to give for the remaining days.
Overtime needed: when
The time window shows the hours where agents are still missing after the roster, and how many extra agents are needed then. The hours column is the total agent-hours of overtime for that day.
Refund / email: who and when
Full day = the agent works refund/email for the whole shift. Hours = the agent stays on voice and is taken off the queue only for the hours shown, when there are spare agents (marked ✉ in the roster).
MIS schedule vs planner schedule
Annual leave you can still approve
What to do here: keep the list of active agents, tick preferred days off, and enter annual leave. The schedule updates straight away.
Active agents
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.
Can the preferred days off be met?
“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. Use the buttons to switch between interval, day, week and month.
Day by day
Where the numbers come from. They refresh by themselves every day.
Genesys call history (30-minute actuals)
Load a file by hand
CSV columns: date,queue,hour,offered,answered,abandoned,sl_pct,aht,onq,training.
MIS forecast
Load a file by hand
CSV: date,interval_or_hour,queue,forecast_calls.
Refund and email work
Plan settings. The plan period is chosen with the date filters at the top. You normally do not need to change these.
MIS forecast correction by weekday: how far actual calls run above (+) or below (−) MIS
Starting values come from the last six weeks of Genesys actuals against the MIS forecast.
Shifts
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.
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.
Add a person
People
A new person signs in with their added email and creates their own password the first time (open for 7 days after you add them). “Reset password” lets them create a new one.
Is the hourly Genesys feed arriving? Each cell is one hourly run (Dubai time). Green = it worked, red = it failed (hold the pointer over it, or see the list below, for the reason), amber = no run recorded for that hour.