Workforce Engagement Management

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  • 1.  WFM Schedule based Routing

    Posted 07-29-2021 03:43
    Helllo Community,

    did anyone managed to have WFM schedule based routing?
    Example: If an Agent is scheduled for specific channel/activity only, that he will get during the time only interactions of this channel/activity?
    Im coming from the Enagge system and there is the possibility to include only the scheduled agents.

    I wonder if anyone came across this and how they solved this? Or if they changed Business Process that who ever is ready and is part of queue or has right skills is andling the interaction.

    kind  regards
    #QualityManagement
    #Routing(ACD/IVR)

    #Genesys Cloud
    #WorkforceManagement
    #Other/NotSure

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    Rene Perez Solis
    Service Architect
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  • 2.  RE: WFM Schedule based Routing

    Posted 07-30-2021 20:45
    Hi Rene,

    We are also in Engage Cloud and have been trying to accomplish this since go live in 2019.

    Specifically, we have dispatchers that have certain days on dispatch phone duties, and other days on regular incoming customer phone duties.
    To be clear, our situation is that the agent has different phone duties at different times each day, all on the voice channel.
    In our previous WFM solution, we were able to have separate login IDs with assigned skills on each, associated with one agent.
    When they would have dispatch skills, they would use one login, and they would use the other login for phone duties, and they only needed one WFM schedule.

    Genesys Engage Cloud does not support this, so we have to manually skill and unskill them daily, depending on which lines they are covering.
    We have yet to receive another solution from Genesys or the third party company that supports Genesys.

    Following this thread to see if there is another solution.

    Zoe

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    ZoeBeatty
    Workforce Management Specialist
    Las Vegas Valley Water District
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  • 3.  RE: WFM Schedule based Routing

    GENESYS
    Posted 08-02-2021 05:08
    Hi,

    As Zoe has said Genesys Cloud does not support this, there is an idea on the ideas lab based on the same request - I would recommend you visit the ideas lab and vote and add comments on the idea (link below):

    https://genesyscloud.ideas.aha.io/ideas/CLWFO-I-531


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    Tracy
    Genesys
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  • 4.  RE: WFM Schedule based Routing

    Posted 08-03-2021 02:41
    Hi Tracey,

    thanks for the hint, I have voted for this feature.
    I wonder if anyone could manage this with some APIs to get to a result.

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    Rene Perez Solis
    Service Architect
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