Hi
@Dan Fontaine,
Annick is correct. Thank you
@Annick Duffy for your help.
The videos for beyond WEM, WFM are provided on the
https://beyond.genesys.com/explore/videos.
The beyond website search is limited to searching for courses this at time, but I can mention this to the beyond business team for future discussion.
Once you are in the videos page, if you scroll to the bottom, there's a "Recommended" filter to filter videos by grouping.
If you have any additional questions, please let me know.
Thank
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Tien Le
Genesys - Employees
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Original Message:
Sent: 08-11-2021 12:37
From: Dan Fontaine
Subject: AMA: WFM - How and Where do I Start if I'm New to WFM in Genesys Cloud CX
No, I have not seen those videos - they look very promising and I will check them out. Thank you!
But the reason that I didn't see them is because if I am in Beyond and simply query WEM, WFM or workforce management, the videos don't show up in the search results. All I see are Courses in my search results - no videos. I'll send a message to beyond@genesys.com to see if they are interested in changing that or adding instructions regarding the need change the Resources to Videos to see those videos.
Thanks again for the help!
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Dan Fontaine
ConvergeOne, Inc.
Original Message:
Sent: 08-11-2021 11:45
From: Annick Duffy
Subject: AMA: WFM - How and Where do I Start if I'm New to WFM in Genesys Cloud CX
Hi Dan,
Have you seen these overview videos from our BEYOND Education Learning center https://beyond.genesys.com/explore/videos
Great source of high level overviews in addition to the Resource Center. The course you referenced would definitely help you as you start to work with WFM in Genesys Cloud. Matching your business model to how you want to configure your forecasts to derive the best schedules is key and foundational to an accurate view of your IntraDay performance to hit service levels - I always mapped that out on a whiteboard with the team, then replicated it within the software - if you need additional support, let us know.
Tip: The HELP functionality within the software gets you to the info you may need quickly...
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Annick Duffy
Genesys - Employees
Original Message:
Sent: 08-11-2021 10:57
From: Dan Fontaine
Subject: AMA: WFM - How and Where do I Start if I'm New to WFM in Genesys Cloud CX
The Resource Center does a great job in briefly explaining the pieces and parts of WFM (Forecasting and Scheduling).
But, let's say that I'm a Supervisor that, before moving to Genesys Cloud CX, always looked at historical data in reports and then "knew," based on the reports, how many agents I needed to schedule and then I created a schedule in Excel and emailed it to each team and the agents. Now, my Company is moving to Genesys Cloud CX and I can now use Genesys Cloud CX WFM and I see that there are these things called Business Units and Management Units and Planning Groups and Work Plans and ... so I go to the Resource Center and I read the description of each and I kind of understand but I'm not certain about how all of it fits together and how, more importantly, settings in each of those items could possibly cause unintentional problems with forecasting or scheduling.
So, my questions are:
- What are the steps to setup WFM in a basic/simple way just to get started - let's say for one "group"? (e.g., first you create a Business Unit, etc.)
- Is there a diagram that shows how each component references the other or is contained within another component?
- Does https://beyond.genesys.com/explore/course/genesys-cloud-workforce-management cover all of these concepts and more?
#AskMeAnything(AMA)
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Dan Fontaine
ConvergeOne, Inc.
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