Hi Will, Shift trading in PureCloud will be a bit different than what was done in PureConnect. PureConnect's approach was to trade away partial shifts / time periods whereas PureCloud deals with trading full shifts, any day in the week (same day or any ...

​We are new to Optimizer and trying to roll out to the agents.  We are getting the error "The following required header parameters were missing in the request: Cookie".  Any idea on what can be causing this error?​​ #WorkforceManagement ------------------------------ ...

Good Morning Bent There is some detail here in the PureCloud Resource Center , however to give you a little more information. To give you a little more context the model works in the following way.  There are four main components: Data Management: ...

Hi Karin--  Thanks for the note.  It *is* very interesting-- we are doing something pretty cool here.  We are developing so the best algorithms and features will be made available to all platforms.  Cam's right, Pure Engage will get it, but Amex has Decisions, ...

Hi all, He have just successfully launched Genesys WFM as part of a larger implementation in one of our markets. While configuring WFM we noticed a lot of manual effort and were advised to utilize the WFM API to automate some of the processes. While ...