Scheduling - schedules generated not for all staff

Issue 1: AHT as a Constant Value

1.Review Data Quality:
    Ensure that your historical data for Average Handle Time (AHT) is accurate and represents the variability in the actual handling times.

2. Seasonality and Trends: Analyze historical AHT data for any patterns, seasonality, or trends. It's possible that AHT has some variations that are not captured in your current model.

3.Adjust Forecasting Model:
    Use a forecasting model that can capture variations in AHT. Time series models, such as ARIMA or exponential smoothing, might be more appropriate than a simple constant value.

4.Consider Influencing Factors:
    Identify factors that may influence AHT, such as the type of queries, complexity, or other external factors. Incorporate these into your forecasting model.

Issue 2: Schedule Generation for Partial Staff

1.Check Staffing Data:
    Ensure that the staffing data, including the number of staff available and their schedules, is accurate and up-to-date.

2.Review Warning Messages:
    Examine the warning messages during the schedule generation process. These warnings can provide insights into why the schedule was not generated for all staff.

3.Adjust Parameters:
    Review the parameters used for schedule generation. Ensure that they are configured to cover the entire staff. Parameters such as constraints, preferences, and availability should be appropriately set.

4.Consider Workload Balancing:
    If the workload is not evenly distributed among staff, consider adjusting workload balancing parameters to ensure a fair distribution of tasks.

5.Check for Errors in Data:
    Verify that there are no errors in the input data, such as missing or inconsistent information about staff availability.

6.Consult Software Documentation or Support:
    If you are using specific software for forecasting and scheduling, consult the documentation or contact customer support for guidance on resolving these issues. They might provide insights into the specific features and configurations of the tool.

If no, Issue 1: 2. Could you please provide some guidance on how to Analyze Historical Data for seasonality or trends? I think the screenshot I provided shows the actuals for some period and it is obvious that it has variability 3. How to use a different forecasting model? When I created a forecast, there was no choice for the options you specified. 4. How to identify factors that may influence AHT?

Issue 2:

Should I add something to the Staff Rules for agents that are members of this Staffing Group? 2.

Could you please review why these warnings happen? I couldn't understand and didn't find anything in the documentation that was related. The only warning that I understood is that the minimum staff is more than half and I am aware of this warning. 3. There were no parameters such as constraints, preferences, and availability during generations of schedules. Can you please show what you refer to? 4. How to balance workload in AWS Connect? I haven't seen such an option before 5. How to check this? 6. I am using only Amazon Connect for both Contact Center and Forecasting/Scheduling and documentation is not enough, unfortunately.