Genesys Cloud - Main

 View Only

Sign Up

  Thread closed by the administrator, not accepting new replies.

  • 1.  Import Historical Data for non-Genesys queues digital type of work

    Posted 08-09-2023 20:10
    Edited by Debora Gomes 08-09-2023 20:23
    No replies, thread closed.

    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

    ------------------------------
    Debora Gomes
    Miratech, Inc
    ------------------------------



  • 2.  RE: Import Historical Data for non-Genesys queues digital type of work

    Posted 08-09-2023 20:41
    No replies, thread closed.

    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



    ------------------------------
    Paul Simpson
    Eventus Solutions Group
    ------------------------------



  • 3.  RE: Import Historical Data for non-Genesys queues digital type of work

    Posted 08-09-2023 21:42
    No replies, thread closed.

    Thanks, Paul !

    For sure, long time, I hope you are doing well.

    I have reposted there.

    Best,

    Deb



    ------------------------------
    Debora Gomes
    Miratech, Inc
    ------------------------------

    Original Message


Related Content