Genesys Cloud CX

 View Only
Discussion Thread View
  • 1.  Guidelines for WFM BU, MU and PG Configuration

    Posted 24 days ago
    Hi y'all ...

    We've done a couple of simple WFM implementations (that is, simple Division structure) for customers but now looking for some guidelines for more complex environments.

    Specifically interested in suggestions/recommendations regarding any correlation or mapping between Contact Centre objects, such as:
    • Divisions
    • Groups
    • Work Teams
    and WFM Objects, such as:
    • Business Units
    • Management Units
    • Planning Groups, etc

    Any assistance would be gratefully accepted.

    Thanks in advance,
    #Unsure/Other

    ------------------------------
    Thanks and regards,
    Malcolm Green
    Nexon Asia Pacific Pty. Ltd.
    ------------------------------


  • 2.  RE: Guidelines for WFM BU, MU and PG Configuration

    Posted 18 days ago
    Oh, the joys of having choices!  Like all products, choices breed complexity and understanding interrelationships can be a bear.  At our company, we have WFM experts that step through the options, looks at your internal procedures and come up with configurations that fit your needs.  I know that there are several good Overview pages that explain each of these that you mention here:  About workforce management - Genesys Cloud Resource Center (mypurecloud.com)

    I also like this set of pages that explains each section that you need to configure:  Mission and strategy - Genesys Cloud Resource Center (mypurecloud.com)

    If you still are unsure, perhaps reach out to me privately and we can get you in touch with one of our WFM professionals.

    ------------------------------
    Robert Wakefield-Carl
    Avtex Solutions, LLC
    Contact Center Innovation Architect
    https://www.Avtex.com
    https://RobertWC.Blogspot.com
    ------------------------------



  • 3.  RE: Guidelines for WFM BU, MU and PG Configuration

    Posted 10 days ago
    Thanks Robert (apologies for the delay in responding!) -

    Agree with you on the 'choice', and even more fun when dealing with a 'black art' like WFM :)

    Will check the documentation to see if I can raise my confidence level!

    Cheers,
    Mal.

    ------------------------------
    Thanks and regards,
    Malcolm Green
    Nexon Asia Pacific Pty. Ltd.
    ------------------------------



  • 4.  RE: Guidelines for WFM BU, MU and PG Configuration

    GENESYS
    Posted 6 days ago
    Malcolm,

    WFM is Art + Science, which can make it seem ambiguous for those new to WFM, however a necessity for the modern, and multi-channel contact center. Here are some additional thoughts on documentation that may help.

    In addition to the About WFM Overview documentation provided by Robert which is great foundational documentation, there are items that support how to organize your contact center with objects. I've found the Divisions overview especially helpful, it has illustrations on how you'd think about segregating your contact center for visibility.

    - Divisions overview: https://help.mypurecloud.com/articles/divisions-overview/
    - Groups: https://help.mypurecloud.com/articles/about-groups/
    - Work Teams: https://help.mypurecloud.com/articles/teams-overview/

    Thanks,
    Chuck

    ------------------------------
    Chuck Swain
    Genesys
    WEM Leadership
    ------------------------------