Workforce Engagement Management

 View Only

Discussion Thread View
  • 1.  Genesys Cloud - WEM - Decisions?

    Posted 08-01-2024 09:18

    Does anyone know if Decisions will be available in Genesys Cloud?  Within the admin window I can see the option to "download" decisions data but do not see the decision function itself.  

    Thanks for your help! 


    #Forecasting

    ------------------------------
    Dalvir Dhamrait
    Workplace Safety & Insurance Board
    ------------------------------


  • 2.  RE: Genesys Cloud - WEM - Decisions?

    GENESYS
    Posted 08-01-2024 12:28

    Hi Dalvir,

    Great question!  The Decisions application as you know it today will eventually be phased out but in place of it we are adding new Capacity Planning features in Genesys Cloud.  First off targeted for the end of this year and available in the GC3 offer as well as the WEM add-on offers is a new feature called "Staffing Requirements".  This feature will allow you to generate staffing requirements at the weekly level up to 2 yrs in the future based off of an ABM forecast.  You will be able to gross up the requirements for shrinkage and view the FTE required in whatever FTE definition you use (ie 40 hrs, 37.5 hrs, custom).  

    Next up will be a new optional Capacity Planning add-on module that we are targeting for late 2025.  This will have additional features like attrition by week, shrinkage by week, available agents, staffing requirements, performance prediction (SL, ASA, ABN), and new hires.  This will be more similar to Decisions in terms of functionality over time. 

    Let me know if you need any additional information.  Hopefully this helps.
    Thank you,
    Chris Johnson



    ------------------------------
    Christopher Johnson
    Genesys - Employees
    ------------------------------



  • 3.  RE: Genesys Cloud - WEM - Decisions?

    Posted 08-01-2024 13:38

    Thanks so much for this Chris,  

    Wondering if there is anything that I could review to bring back to my team? Specifically demos or materials that will show the capabilities that you're speaking of above?  If you could point me to anything currently available I'd appreciate it! 

    Dalvir 



    ------------------------------
    Dalvir Dhamrait
    Workplace Safety & Insurance Board
    ------------------------------



  • 4.  RE: Genesys Cloud - WEM - Decisions?

    Posted 08-02-2024 09:04

    Hi Dalvir,

    Genesys has added a capacity planning solution within the AppFoundry called Cinareo to address the current gap in this functionality within Genesys Cloud. (https://appfoundry.genesys.com/filter/genesyscloud/listing/1eaf48f2-89b9-40a3-9f37-87da693fc449). 

    Cinareo is integrated directly into the platform and you can ingest your Genesys forecast directly if you choose to.  It will provide both agent and support staff resource planning, what-if scenario modelling, budgeting, and recruitment and training planning.  The solution allows you to do both weekly planning (1-52 weeks) and up to 3 years of advance planning - and also handles both front- and back-office planning within an omni-channel environment.  

    You can watch this video to get a high-level view of how Cinareo works - it is built to be extremely intuitive and comprehensive and gathers data across over 30 categories. I would be happy to have a meeting with you and your team to discuss further if you would like as well! (Cinareo Capacity Planning with Genesys Cloud (loom.com)).  You can reach out to me at kelliott@cinareo.com.



    ------------------------------
    Karen Elliott
    Cinareo Solutions Inc.
    ------------------------------



Need Help finding something?

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