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Decisions 9.0 Product Release

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  • 1.  Decisions 9.0 Product Release

    GENESYS
    Posted 09-26-2018 08:22
    Edited by Cameron Smith 09-26-2018 08:26
    No replies, thread closed.
    Good Morning All

    Yesterday we released Decisions Version 9.0. One of the key elements of this release is the new forecasting enhancements.

    Decisions is available on the following platforms: PureEngage, PureConnect and PureCloud, its also available if you are not using Genesys for your underlying contact center infrastructure. 

    • Advanced Forecasting - Genesys Decisions is now able to connect to the Genesys Advanced Forecasting Service. The Decisions application sends historical data to this cloud service and based on that data, the service determines outliers and missing data, and determines which forecasting method to use and which parameters to use with the selected method. The results are then returned to Decisions and displayed. The following additional functionality is included with the new Decisions Forecasting module:

      • Apply Forecast Scenarios to Planning Scenarios - Once you are satisfied with your forecast scenario and its results, you can apply that scenario to your planning scenario. In the Decisions application, you publish the forecast scenario so it can be selected from a list and applied to a planning scenario. Applying a forecast scenario populates the planning scenario metrics with the forecast results.

      • Forecast Modifications - The forecast results that are returned from the Genesys Advanced Forecasting Service are based on your historical data. If there are future events planned, such as a marketing release that will increase call volume by 10%, then you can apply modifications to the forecast results to take the future events into account, as well as the historical data.

      • View Detailed Forecast Data - In addition to showing the results of a forecast scenario, you can also use the Decisions application to see the forecast model used for the results, the parameters selected for that model, the forecast error, and the points that were designated as outliers and missing.

      • View Historical Values used to Generate Forecast Results - In the Decisions Forecasting module, you can view the historical values (both as a graph and in tabular format) that the Forecasting Service used to generate results. Use this information to help you understand what was happening in the past that contributed to the resulting forecast.

    The release of the advanced forecasting service for Decisions, coincides with the same forecasting service being made available to our customers on PureCloud who use Workforce Management

    PureEngage Workforce Management customers will also be able to utilize this new service as part of the new User Interface release for the Supervisor Forecasting Module which is planned for early in Q1 2019. 

    New Forecasting Service brings automation capabilities and consolidates the best that Genesys has in terms of Automation and Machine Learning based forecasting techniques to all customers regardless of Long Term Planning or Workforce Management product used. 

    Some of the key features

    • Best of the best model selection derived from presented data, no more selecting which model the model is determined by the data that is presented. 
    • 1000's if not 100,000's of iterations are completed on the data before the correct model is chosen
    • Leverage cutting edge cloud technology anywhere around the globe
    • 27+ Algorithms and we are adding more!
    • Omnichannel out of the box including back office task support
    • Leverages best practices in data science and in the wider industry.
    • Scalable modeling of queues and activities
    • Aggregated super models for all levels of planning, from weekly through to 15 minutes.

    Any questions please feel free to ask. 

    Regards
    #Decisions

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    Cameron Smith
    Sr Director, Product Management - Workforce Engagement Management
    Genesys - Employees
    cameron.smith@genesys.com
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