Genesys Cloud - Main

 View Only

Sign Up

  Thread closed by the administrator, not accepting new replies.

  • 1.  Cloud Deployemnt - Reporting Gaps?

    Posted 01-30-2024 14:55
    No replies, thread closed.

    Genesys Community - I'm curious to get others' feedback experience with their Genesys Cloud telephony and WFM deployments.  We are two days away from deploying Cloud (currently on PureConnect) and have just been informed by our vendor that we will not have schedule adherence for the period between our Cloud telephony deployment (2/1) and our Cloud WFM deployment (March).  While this makes sense from a technological perspective, we had asked very pointed questions around this topic throughout the design phase (if PureConnect WFM and Cloud WFM could be run in tandem during this period) to prevent this and were assured/reassured it was not an issue.  At this point, we have to accept data loss and mitigate as best we can.  Have others experienced similar?  Is it common to experience data loss for 1-2 months during deployments?  Thanks in advance for your feedback.


    #ArchitectureandDesign
    #Implementation
    #PlatformAdministration
    #Reporting/Analytics
    #SystemAdministration
    #Telephony
    #Unsure/Other

    ------------------------------
    Zachary Moore
    Desert Financial Federal Credit Union
    ------------------------------


  • 2.  RE: Cloud Deployemnt - Reporting Gaps?
    Best Answer

    Posted 02-18-2024 00:21
    No replies, thread closed.

    Sorry, that this might be too late of an answer, but what I usually suggest is to run a month or two of schedules in your old WFM and input them into Genesys Cloud as manual schedules without a forecast so you can have agents start using the application and you can keep track of adherence and other factors.  Then when the second month comes around, generate a schedule and compare with your second month from your original WFM.  If it does not look write, do another month of manual schedules and by the 3rd month, Genesys WFM should be much better than the existing schedules.  Actually, I found that only one month of data creates better schedules than Optimizer could ever dream of creating.  



    ------------------------------
    Robert Wakefield-Carl
    ttec Digital
    Sr. Director - Innovation Architects
    Robert.WC@ttecdigital.com
    https://www.ttecDigital.com
    https://RobertWC.Blogspot.com
    ------------------------------



Related Content