For sure, long time, I hope you are doing well.
I have reposted there.
Original Message:
Sent: 08-09-2023 20:41
From: Paul Simpson
Subject: Import Historical Data for non-Genesys queues digital type of work
Hey, Debora!
Long time, no hear! I hope all is well with you?
Anyway, may I suggest posting this in the dedicated forum for WEM / WFM, here? That's where the real gurus for this hang out 😉
HTH
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Paul Simpson
Eventus Solutions Group
Original Message:
Sent: 08-09-2023 20:10
From: Debora Gomes
Subject: Import Historical Data for non-Genesys queues digital type of work
Hi there,
We are helping a customer which is migrating to Genesys Cloud WFM and they need to be able to find a way to import their Historical data from a ticketing system ( FreshDesk, CETS) into Genesys Cloud so they can create Forecasts for their deferred type of work.
Do we have any workaround for importing HD when there is no queue association in Genesys? For Engage WFM we have templates that could be created for inserting HD to be used for Forecasts, but I dont see any similar option on Genesys Cloud WFM. Maybe one option could be to create fake queues as a place holder, associate agents to those queues, and then have the ability to import HD ?
Any help is appreciated.
Thank you!
Debora
#historicaldata #Forecast
#Implementation
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Debora Gomes
Miratech, Inc
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