Workforce Engagement Management

 View Only

Discussion Thread View
  • 1.  Can I use Chat and Voice (2 planning group) in the same BU?

    Posted 07-10-2024 10:37

    Hi Friends, I'd like some help in this situation.

    I need a shared team in Chat and Voice, then, We use a Business Unit with 2 Planning Groups (chat & Voice).

    With this configuration, the "Intraday Monitoring" doesn't list "Message" channel information, the voice is OK.

    In the Queue Performace with filter queues message configured in the Planning Groups, I see the data:

    I couldn't find in the documentation that this scenario and configuration doesn't work, so if anyone has any tips, I'd be grateful.

    Att,


    #Configuration
    #WorkforceManagement
    #Forecasting
    #Monitoring/Adherence

    ------------------------------
    Breno Canyggia Ferreira Marreco
    https://www.linkedin.com/in/brenocfm-40b62182/
    ------------------------------


  • 2.  RE: Can I use Chat and Voice (2 planning group) in the same BU?

    Posted 07-17-2024 14:52

    Up :)



    ------------------------------
    Breno Canyggia Ferreira Marreco
    https://www.linkedin.com/in/brenocfm-40b62182/
    ------------------------------



  • 3.  RE: Can I use Chat and Voice (2 planning group) in the same BU?

    GENESYS
    Posted 08-15-2024 06:16

    Totally missed this Breno, apologies - did you manage to find an answer?



    ------------------------------
    Tracy
    Genesys
    ------------------------------



Need Help finding something?

Check out the Genesys Knowledge Network - your all-in-one access point for Genesys resources