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  • 1.  WFM Schedule based Routing

    Posted 07-23-2021 02:25
    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)

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

    GENESYS
    Posted 07-28-2021 09:20
    Hey Rene! 

    We have a WEM Community that is ideal for questions like this. Sorry, you haven't received an answer here. I would encourage you to join the WEM Community and post again.

    Cheers!

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    Matt Lawson
    Genesys - Employees
    Online Community Manager
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    Original Message


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