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  • 1.  Genesys Cloud WFM implementation requiring multiple historic file imports

    Posted 09-19-2023 04:08

    Hi All,

    We needed suggestions on how implementations have been done for Genesys Cloud WFM clients where they wanted multiple historic files to be imported. We have two centers using the same org having different queues, both needing historic file imports. The two centers are going live three months apart and both want historic file imports. Genesys allows only one historic import per org at this point in time. What can be the best approach to tackle this, any suggestions please.

    Regards,

    Harshali


    #Implementation

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    Harshali Bhure
    Accenture Solutions Private Limited
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  • 2.  RE: Genesys Cloud WFM implementation requiring multiple historic file imports

    Posted 09-19-2023 12:50
    Edited by Kevin Brown 09-19-2023 12:51

    With three months gap between the go lives, they should be OK.  The original HD import will be ingested and processed for forecasts. As long as there is enough time (3 months seems good to me,) the second HD import should not affect the first business unit/contact center.   

    The real problem exists when the go lives are close to each other, because the second organization's data overwrites the first import and can "pollute" the processing of the first org.  This was quite a miss on Genesys' part given the push to migrate off of Connect.

    There is an Idea to fix this, but it is in PM review: WFMFRC-I-30 https://genesyscloud.ideas.aha.io/ideas/WFMFRC-I-30



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    Kevin Brown
    United States
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  • 3.  RE: Genesys Cloud WFM implementation requiring multiple historic file imports

    Posted 09-20-2023 02:37

    Hi Kevin,

    If first center has years' long data, wont that will get overwritten with the second upload? Yearly patterns data of first center first queue will get deleted correct?

    Is there any way we can upload first file, let Genesys built on it, export few months built data- then append second center data to it and reimport? Will that work?

    Regards,

    Harshali



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    Harshali Bhure
    Accenture Solutions Private Limited
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