Hi,
The required staff would include schedule overhead only if you have specified a value (both positive and negative). however if the value for schedule overhead has not been specified, it would then not incude schedule overhead.
Schedule Overhead is used to increase or decrease requirements that are used by the schedule generator. If the Schedule Overhead percentages are negative, the schedule generator will provide less coverage than is needed to meet basic contact demands and forecast objectives (Service Level Percent and Secs/Days, Maximum Occupancy %, and/or ASA). If the Schedule Overhead percentages are positive, the schedule generator will provide more coverage than is needed. The "excess" staffing can then be used to "pad" the schedules to cover unplanned absences, meetings, and other activities that take agents way from handling contacts. |