Workforce Engagement Management

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  • 1.  Scheduled Based Routing

    Posted 06-15-2018 02:16
    Edited by Tracy Vickers 04-21-2021 09:18
    No replies, thread closed.
    ​Anyone doing scheduled based routing? If so, are you using WFM to drive channel switching and/or routing of individual pieces of activities/work items?

    What are the key risks/considerations should someone be considering with scheduled based routing?

    #WFM #schedulebasedrouting #Routing #UniversalRouting
    ​​​​

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    Leanne Simon
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  • 2.  RE: Scheduled Based Routing

    GENESYS
    Posted 06-15-2018 06:57
    No replies, thread closed.
    Hi Leanne,

    You may find this document an interesting read as it covers the FAQ of routing and workforce considerations.

    Documentation:Composer:Help:RoutingFAQs:8.1.4 - Genesys Documentation
    Genesys remove preview
    Documentation:Composer:Help:RoutingFAQs:8.1.4 - Genesys Documentation
    Genesys Customer Experience Routing is computer software that helps organizations better manage customer journeys. Routing prioritizes and matches the right interaction with the right resource at the right time.
    View this on Genesys >

    If you have any problems getting to the document, just let me know and I will download it for you.

    thanks


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    Jennifer MacDonald
    Senior WFO consultant
    Guru
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