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.

Is there an update on this question? Thank you.

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.

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
#WorkforceManagement
#Forecasting
#Scheduling

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Felicity Martin-Murray
J Sainsbury Plc
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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.

------------------------------
Jay Langsford
VP, R&D

Original Message:
Sent: 08-25-2023 07:15
From: Felicity Martin-Murray
Subject: Conditional Group Routing impacting FTE differentials

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
#WorkforceManagement
#Forecasting
#Scheduling

------------------------------
Felicity Martin-Murray
J Sainsbury Plc
------------------------------