Genesys Cloud (formerly PureCloud)

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  • 1.  WFM for admin type roles?

    Top 25 Contributor
    Posted 11-18-2020 15:38
    Hi guys

    Just curious how many of you are scheduling people who aren't tied to planning groups because they handle back-office type functions?

    I know there's talk about bringing in something like IWD into Genesys Cloud.  But in the meantime, everybody I add like that to a Management Unit and Work Plan ends up giving us the obvious error at schedule time that they're not configured to handle any work although it does actually include them in the schedule.

    If you're using WFM for these types of users, are you including them in your main Business Unit or splitting them off for some reason?

    Vaun McCarthy
    NTT New Zealand Limited