Genesys Cloud CX

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  • 1.  Generating a WFM Schedule from an imported Forecast

    Posted 10-29-2017 19:28

    Hello,

     

    We are trying to generate schedules based on an imported forecast, as we're in pre-go-live and don't have real call history.

     

    I have all my agents with the correct skills, queues and permissions set up (waited 4+ hours after changes). When I do generate based on history (a few test calls) it does work.

     

    There's no Forecast data in the Schedule screen and the Schedules themselves aren't tailored to meet the call/AHT arrival.

     

    Any help would be appreciated



  • 2.  RE: Generating a WFM Schedule from an imported Forecast

    Posted 10-30-2017 00:24

    I'll answer my own question... I'd neglected to make sure the languages (or lack of) matched



  • 3.  RE: Generating a WFM Schedule from an imported Forecast

    GENESYS
    Posted 10-30-2017 12:16

    Hi Will, glad to see you found a resolution to the issue you were having. I wanted to note that you can use the 'Sync Changes' button on the Agents list page under Workforce Management so that you do not have to wait for the, worst-case, 4h automatic re-synch.