Hello,
This explanation might help, it came from the wfm solution architects at genesys:
[i]What you are experiencing is completely normal.
Within the Forecast Staffing Build Wizard, there are several business requirements you can set: Service Level, ASA, Occupancy, and Abandon %. Whichever ones you check during the forecasting process gets applied simultaneously.
What this means is that it will build a staffing requirement that meets the needs of ALL of the ones you have checked off. If you think about this for a moment, you will realize that ultimately, only ONE of these will determine the final staffing requirement.
For example, if I check off Service Level and set it at 80% in 40 seconds, and I also check off ASA and set it to 5 seconds, which one do you think will create the higher demand for staffing?
The ASA of 5 seconds, of course. This means you could change that 80/40 service level to 85/40, 80/30, 82/35, etc. without it EVERY changing your actual staffing requirements.
Why? Because NONE of those SLAs require more agents than an ASA of 5 seconds.
So, based on what you have told us, your SLA requirement demands more agents than your Abandon % does, so the fact that you apply them both simultaneously has no affect on your staffing needs. However, the minute you remove SLA from the equation, your needs change[/i]
Regards.