Workforce Engagement Management

Hi community,

We are migrating from Genesys Engage cloud to Genesys CX. 

I was wondering what is the Cloud CX equivalent for multi skilled forecasting in Genesys CX similar to 'Single Skill Equivalents (SSE) to Multi-Skill Equivalents (MSE)' in Genesys Engage WFM.

Any help is greatly appreciated. Thanks.

#Workforce Management
#Forecasting
#ScheduleManagement

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Best regards,
Aparna
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Hi Aparna, 

That is a great question! In Genesys Cloud, we forecast each type of workload separately as Planning Groups. During the scheduling process, all agents are considered based on the Planning Groups they can handle. This ensures that we always use the agent skill set, and we do not have an SSE equivalent in Genesys Cloud.

Hope that answers your question. 

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Daniel Chapdelaine,
Senior Product Manager, WFM Forecasting
Genesys - Employees
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Thanks for your response @Daniel Chapdelaine sure it does answer my question.

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Best regards,
Aparna
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Original Message:
Sent: 03-21-2024 09:25
From: Daniel Chapdelaine
Subject: Cloud CX equivalent for 'Single Skill Equivalents (SSE) to Multi-Skill Equivalents (MSE)' in Genesys Engage WFM

Hi Aparna, 

That is a great question! In Genesys Cloud, we forecast each type of workload separately as Planning Groups. During the scheduling process, all agents are considered based on the Planning Groups they can handle. This ensures that we always use the agent skill set, and we do not have an SSE equivalent in Genesys Cloud.

Hope that answers your question. 

------------------------------
Daniel Chapdelaine,
Senior Product Manager, WFM Forecasting
Genesys - Employees
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