Issue(s)

The Required Coverage chart shows more or fewer people or FTE than you expected for a forecasted period.

Environment

  • You have a forecast with volume and required-coverage output.
  • The discrepancy is visible for a particular date range, queue, channel, or staffing display unit.

Cause(s)

  • The chart is showing a different date range, timezone, queue scope, or staffing unit than the comparison you are using.
  • Forecasted inbound volume differs from the demand you expected.
  • A queue or channel uses a forecasting profile whose staffing assumptions differ from the intended occupancy, shrinkage, handling time, or service target.
  • The active business schedule or coverage calculation changes which intervals need coverage.

Diagnostic

  1. On the Forecast tab, align the date range, timezone, queue scope, and interval in Inbound Volumes and Required Coverage. Check the staffing unit shown by the display control before comparing values.
  2. If inbound volume is also unexpected, inspect the historical period, adjustments, and outliers. Use Find Missing Forecast Data if records are absent.
  3. If volume looks right but coverage does not, open the forecast's Parameters and review the selected queue and channel profiles. Compare their settings with the profiles in Forecasting Settings → Profiles.
  4. Check whether the forecast uses business hours or assigned coverage schedules, and whether coverage is still calculating. If the discrepancy follows closed hours or a schedule boundary, the coverage setup is the likely source.
  5. Record one affected queue, interval, expected value, displayed value, and the profile or schedule used. Use those details when asking your planning owner to correct the configuration.
    Important: Confirm the intended assumptions first

    Change a forecast profile or recalculate coverage only after confirming the planning assumptions your organization intends to use.