Genesys Cloud - Main

 View Only

Sign Up

  Thread closed by the administrator, not accepting new replies.

  • 1.  ANy info on WFM scheduling processes?

    Posted 02-20-2020 16:07
    No replies, thread closed.
    Hello,

    I'm interested to know what goes on behind the scenes during a schedule generation process.

    Is there any breakdown of the methodology used? I'm also specifically wondering if any factors such as multi-skill efficiency and forecast/schedule simulations are used.

    Many thanks!
    #Unsure/Other

    ------------------------------
    Will Bellerby
    Pyrios NZ Ltd
    ------------------------------


  • 2.  RE: ANy info on WFM scheduling processes?

    Posted 02-20-2020 16:31
    No replies, thread closed.
    @Jay Langsford can probably give the best insights ​

    ------------------------------
    George Ganahl GCP (PureCloud), ICCE
    Principal Technology Consultant
    Genesys
    ------------------------------

    Original Message


  • 3.  RE: ANy info on WFM scheduling processes?

    Posted 02-20-2020 18:56
    No replies, thread closed.

    Scheduling is a proprietary process that utilizes mathematical modeling, mathematical optimization, linear programming, discrete event simulation, heuristics, and AI. It simultaneously considers many potential schedules to find ones with predicted service levels that matches requirements as closely as possible and uses as few paid hours as possible. It takes into account how the contact center has been run historically – factoring in things like adherence and conformance, multi-skill efficiency, and operational behaviors, both good and bad.



    ------------------------------
    Jay Langsford
    Senior Director, Workforce Optimization Engineering
    ------------------------------

    Original Message


  • 4.  RE: ANy info on WFM scheduling processes?

    Posted 02-24-2020 19:44
    No replies, thread closed.
    Thanks Jay! 

    I'm trying to battle the "Cloud WFM is weak" argument with a customer who is unwilling to move away from their current system. This is great stuff thanks.
    Keep those updates coming :)

    ------------------------------
    Will Bellerby
    Pyrios NZ Ltd
    ------------------------------

    Original Message


  • 5.  RE: ANy info on WFM scheduling processes?

    Posted 02-25-2020 08:34
    No replies, thread closed.
    We are pretty excited about upcoming features and enhancements. We are already executing to have more rapid maturation. This will be a very good year for Genesys Cloud WFM. Those arguments will get much easier over the coming quarters.

    ------------------------------
    Jay Langsford
    Senior Director, Workforce Optimization Engineering
    ------------------------------

    Original Message


  • 6.  RE: ANy info on WFM scheduling processes?

    Posted 05-30-2020 17:57
    No replies, thread closed.
    Hey Will I'm having the same discussion at the moment with a customer here.  Out of curiosity, what was your customer's "current system" at the time?  For us it's the move from PureEngage on prem to Cloud.  I have to admit it's a step down in a couple of areas - primarily around rotating patterns that's still many months away from being available properly in Genesys Cloud.

    ------------------------------
    Vaun McCarthy
    NTT New Zealand Limited
    ------------------------------

    Original Message


Related Content