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PureCloud WFM and Decisions: What you should be noticing-forecasting

  • 1.  PureCloud WFM and Decisions: What you should be noticing-forecasting

    GENESYS
    Posted 10-31-2018 15:20
    Edited by Ric Kosiba 11-01-2018 11:24

    PureCloud WFM and Decisions users now have access to a new class of WFM forecasters.  For years, most WFM vendors have had rather simple forecasting techniques in their WFM platforms. As a result, many companies have built their own home-grown forecasting spreadsheets. 

    In PureCloud and the latest version of Decisions, is a new approach to forecasting, one that takes the power of cloud computing and AI to bring the best of the best forecasting technologies to WFM.

    Here's how it works.  There are 4 major steps to the forecaster.

    1. Historical call center data is consolidated and sent to the forecasting service in the cloud. If you are a PureCloud WFM user, your data is already in the cloud.  If you are a Decisions customer, your data will be sent to our servers.
    2. The data will be processed to create a clean data set for forecasting purposes. Missing data will hit a variety of algorithms to fill in your history, and outliers will hit three separate outlier detection algorithms to determine if the data points are truly anomalous.
    3. The data stream will be analyzed to note whether there is seasonality and its periodicity, whether there are trends up or down.
    4. (This is the coolest step): Based upon the data analysis in step 3, the system will use the appropriate forecasting methods, of the 27 state-of-the-art methods (and gorwing) in our cloud library.  We will spin up CPU's and crank through over 700,000 forecasts and compare them to find the one with the least amount of error.  A best-of-the-best forecast.

    Here's the rub.  This whole process, because we are using the power of cloud computing, typically takes a minute or so to run.  We've tested thousands of data streams, and these forecasts are very solid.

    PureCloud WFM customers have had access to this approach for about a month-I am curious if you've noticed a change in your forecast accuracy??


    #Decisions
    #IndustryTopic
    #WorkforceManagement

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    Ric Kosiba
    Genesys
    Ric.Kosiba@genesys.com
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  • 2.  RE: PureCloud WFM and Decisions: What you should be noticing-forecasting

    Posted 11-15-2018 04:34
    Hi Ric,

    thanks for the post - this sounds really interesting. As a new Genesys WFM customer we are still working through a lot of Forecasting questions.

    Is this, or will it be available for PureEngage as well?

    Karin

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    Karin Kunrath
    American Express Travel Related Services
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  • 3.  RE: PureCloud WFM and Decisions: What you should be noticing-forecasting

    GENESYS
    Posted 11-15-2018 06:37
    Good Morning Karin,

    Absolutely. PureEngage Workforce Management should see this new forecasting service as well as the first release of our new updated User Interface that we are currently planning to release around the end of January 2019 at this stage.

    Cheers



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



  • 4.  RE: PureCloud WFM and Decisions: What you should be noticing-forecasting

    GENESYS
    Posted 11-16-2018 12:18
    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, which already is using this new forecaster.

    We'll love your feedback on it once it hits Pure Engage.

    ------------------------------
    Ric Kosiba
    Genesys
    Ric.Kosiba@genesys.com
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  • 5.  RE: PureCloud WFM and Decisions: What you should be noticing-forecasting

    Posted 04-08-2019 22:32
    Hi Cameron,

    Any update on when this might be available for us?  We are PureEngage customers and keen to try the new forecasting technology.

    Regards,

    Geoff

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    Geoff Leech
    Spark NZ Trading
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  • 6.  RE: PureCloud WFM and Decisions: What you should be noticing-forecasting

    GENESYS
    Posted 04-09-2019 07:17
    Hi Geoff,

    For PureEngage this will be part of the upcoming release, we were planning to release this in March however at requests of other customers are also including some security features which has delayed the release to our Premise Customers.

    Regards
    Cam Smith
    VP Product Management
    Workforce Engagement Management

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



  • 7.  RE: PureCloud WFM and Decisions: What you should be noticing-forecasting

    Posted 07-23-2019 07:15
    Hi guys,

    Any feedback regarding  the avaibilities of this new forecasting service in PureEngage Workforce Management?
    Many customers are waiting this feature.

    Thanks
    Jeremy


    ------------------------------
    Jérémy Monzo
    CERITEK
    ------------------------------



  • 8.  RE: PureCloud WFM and Decisions: What you should be noticing-forecasting

    GENESYS
    Posted 07-23-2019 07:53
    Hi Jeremy,

    This has been released back in June. Release notes: https://docs.genesys.com/Documentation/WM

    8.5.214 General release

    • New Forecast Module Interface-WFM Web for Supervisors includes a new forecasting interface, enabling access to existing forecasting functionality and features, but with many user-friendly enhancements, wizards, and tools.
      Note that Web for Supervisors (Classic) Forecast interface is still supported and available.
    • New Forecast Module Help-Workforce Management Supervisor Help is a context-sensitive Help that describes the new forecasting interface, including topics describing Forecast Scenario and Master Forecast views and procedures describing forecasting tasks.
      Note that the Workforce Management Supervisors (Classic) Help is still available.
    • Forecast Overlays Enhancement-In WFM Web's new Forecast module, supervisors can now adjust the overlay's Spread over distribution to 15 or 30 minutes (in addition to 60).
    • New Splash Screen-WFM Web has a new Log In splash screen, displaying the latest Genesys branding and logos.
    • New Configuration Options-The following configuration options and [auth] section are introduced in this release:
      • WFM Server Application-[Server] tzdb
      • WFM Web Application-[Functionality] NewSupervisor and [Functionality] ClassicAgent
      • WFM Web, Server, Builder, and Data Aggregator Applications-[auth] provider
      For a complete list of WFM configuration options, see the Workforce Management Options Reference.
    • Renewed Java Certificate-WFM Web has a renewed certificate for signing Java code. The certificate provided in previous WFM versions expires on June 11, 2019.
    • TLS 1.2 and FIPS 140-2 Security Compliance-TLS 1.2 is supported to provide secure network connections between WFM applications, Genesys Management Framework, and third-party software. WFM supports configurations that use only FIPS 140-2-compliant algorithms in secure network connections. For more information about securing connections, see the Workforce Management Adminstrator's Guide.
    • WFM Web UI Launcher-This application can be selected and downloaded using the RUN_JAVA_STANDALONE setting in About > Settings in the UI. After the launcher is deployed, WFM uses it as the default application to open .wfm files in the same session.
    • OpenJDK Support-WFM Web and Daemon now support OpenJDK. The new WFM UI Launcher enables clients to run on OpenJDK 11, thereby removing the dependency on Oracle Java versions for which public updates are no longer available.
    • Supported Database-WFM now supports Oracle 12c R2.
    • Supported Browsers-WFM Web's new Forecast interface supports:
      • Google Chrome 73 or later
      • Mozilla FireFox 60.5 or later


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



  • 9.  RE: PureCloud WFM and Decisions: What you should be noticing-forecasting

    Posted 07-23-2019 08:30
    Hi Cameron,

    I have used this version, effectively, there is new design for the forecast module like mentionned in the release note.
    But in term in forecast engine, I find the same approach (Expert average engine and Universal modeling engine).
    Is there a chance to have like desribed by Ric the use the power of cloud computing and AI to bring the best of the best forecasting technologies to WFM?

    BR
    jeremy

    ------------------------------
    Jérémy Monzo
    CERITEK
    ------------------------------