Workforce Engagement Management

🚀 New Feature: Main Forecast Export APIs Many customers need to take Main Forecast data out of Genesys Cloud to: Compare forecast vs actuals Reconcile performance Run deeper analysis in external BI tools or data warehouses ...

Hi all, I'm sure this has been addressed elsewhere, but from what our team understands Genesys Cloud WFM only supports inbound calls, emails, SMS, callbacks for purposes of scheduling and forecasting purposes. We see that info at this link: https://help.genesys.cloud/articles/workforce-management-supported-configuration/ ...

We use a time-off code which we've named "call off". We do not have full day call offs impact conformance as our agents are also docked attendance credits, which can lead to termination, and we do not want to double ding them. In some instances, we leave ...

Is there a potential for the information that appears when you hover over planning group to be adjusted? As I know a few people who were under the same assumption as Melissa that it would impact work routing. ------------------------------ ...

Thank you for the reply. I look forward to hearing from more people in this regard. ------------------------------ James Bonnevie Technology Engineer Consultant ------------------------------

Hi Shannon. If you tried using the Genesys interface and it didn't work, it's very likely that it won't work directly through the API either. I recommend that you open a support ticket with Genesys send the ConversationID so they can ...

Of course Rob forgot about that thank you there is an idea I'have seen to increase that number too. ------------------------------ Phaneendra Technical Solutions Consultant Monash University Australia ------------------------------

Thanks Tristen - really helpful article! ------------------------------ Zaynah Pandor Sr Customer Success Manager ------------------------------