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  • 1.  Conditional Group Routing impacting FTE differentials

    Posted 08-25-2023 07:16
    No replies, thread closed.

    We are moving to Genesys PureCloud and have been recommended to use Conditional Group Routing, which sounds fantastic for in-day contact routing.  However, as we are setting up our skill expression groups we have found that by adding skills to agents, even just for contingency, they are being added to Planning Groups and therefore showing as scheduled resource in our FTE differentials - not just a few who might get used to balance service but every agent.  

    My question is, has anyone found a way to work around this, either in the system or outside?  We really want to use CGR but we also need to have realistic views of our FTE differentials.

    We did also try bullseye routing but found the same thing.  We thought CGR would be better as it is supposed to be more compatible with WFM but it just seem like it is.


    #Genesys Cloud CX
    #Workforce Management
    #Forecasting
    #ScheduleManagement

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    Felicity Martin-Murray
    J Sainsbury Plc
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  • 2.  RE: Conditional Group Routing impacting FTE differentials

    Posted 04-26-2024 12:21
    No replies, thread closed.

    Is there an update on this question? Thank you.



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    Wendy Dodson
    Sedgwick Claims Management Services, Inc.
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  • 3.  RE: Conditional Group Routing impacting FTE differentials

    Posted 04-29-2024 03:50
    No replies, thread closed.

    We eventually came up with a workaround, which is to set up some dummy skills and add them to the Planning Group.  You give them to the people who are actually meant to be in the Planning Group but don't add them to conditional routing, therefore even if someone is given a skill to use for conditional routing only, they are never counted as part of the Planning Group because they don't have the dummy skills and so don't effect the FTE differentials.



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    Felicity Martin-Murray
    J Sainsbury Plc
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    Original Message


  • 4.  RE: Conditional Group Routing impacting FTE differentials

    Posted 04-27-2024 08:18
    Edited by Tracy Vickers 08-04-2025 05:28
    No replies, thread closed.

    From https://help.mypurecloud.com/articles/workforce-management-supported-configuration/ :

    • Currently, workforce management forecasting and scheduling only supports inbound voice, chat, callbacks, email, and message media types in queues configured for standard ACD routing or predictive routing configured for skill matching. For more information, see Skill matching. Forecasting and scheduling does not support queues configured for bullseye routing.

    From https://help.mypurecloud.com/articles/conditional-group-routing-overview/ :

    • To ensure compatibility with WEM forecasting and scheduling, you can manage expansion by creating skill expression groups defined with the same skills but with varying levels of proficiency.



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    Jay Langsford
    VP, R&D
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  • 5.  RE: Conditional Group Routing impacting FTE differentials

    Posted 05-03-2025 01:48
    No replies, thread closed.

    Hi Jay, just coming back to this.  The comment about having a skill expression group with the same skills but different proficiency, would that not still have the same issue Felicity mentions here where the people with a lower skill set with the same skill, still end up becoming agents assigned to the planning group which is what she was trying to avoid?



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    Vaun McCarthy
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    Original Message


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