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

    Posted 08-09-2023 21:41

    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



    #Workforce Management
    #Forecasting

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


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

    Posted 08-10-2023 09:41

    Hi Debora, 

    Unfortunately, there is no way to import Historical Data with no queue associations. You are correct that an option would be to create fake queues, fake PGs and then import the data using the Historical Data Import (HDI). Still, the HDI only allows one historical data load, so you would be purging any previous historical data import runs, and any future runs would purge the most recent import. There is an idea to allow HDI to import multiple files without purging the previous load https://genesyscloud.ideas.aha.io/ideas/WFMFRC-I-30, which could help in this situation. 

    Thanks,

    Danny



    ------------------------------
    Daniel Chapdelaine,
    Product Manager, WFM Forecasting
    Genesys - Employees
    ------------------------------

    Original Message


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

    Posted 08-10-2023 16:45
    Edited by Tracy Vickers 08-04-2025 05:26

    Hi Danny.

    Thank you for your quick reply.

    Would we have a workaround for forecasting agents these activities that are handled outside of Genesys? They need to be able to schedule agents based on this workload that is non-Genesys, so they need a forecast for that to be able to know how to schedule the agents. Importing the HD is not viable because that would purge all the data for the org, and they share the org with other BUs.

    This is a roadblock for the customer, how other customers are handling this type of situations? I thought about using the Weighted Historical Index with Source Data Import but the issue is that certain group of agents will handle inbound calls ( genesys queues) and external work ( freshdesk, etc) and they would need to be on the same schedules/forecasts.

    Thanks!

    Debora



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

    Original Message


  • 4.  RE: Import Historical Data for non-Genesys queues | digital/deferred type of work

    Posted 08-16-2023 13:52

    Hi Danny,

    Would we have a workaround for forecasting for activities that are handled outside of Genesys queues? 

    Thank you,

    Debora



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

    Original Message


  • 5.  RE: Import Historical Data for non-Genesys queues | digital/deferred type of work

    Posted 08-16-2023 14:01
    Edited by Tracy Vickers 08-04-2025 05:26

    Hi Debora, 

    For your situation, another workaround would be to create a fake pg, make a forecast and use mods to populate the forecast with volume and AHT. If you like, we can take this discussion offline and have a more formal dialogue; I can be reached at daniel.chapdelaine@genesys.com. 

    For anyone following this thread, I will update it with any solutions we find offline. 

    Thanks,
    Danny



    ------------------------------
    Daniel Chapdelaine,
    Product Manager, WFM Forecasting
    Genesys - Employees
    ------------------------------

    Original Message


  • 6.  RE: Import Historical Data for non-Genesys queues | digital/deferred type of work

    Posted 08-17-2023 12:06

    Hi Danny,

    Thank you for the suggested workaround and for sharing your email for help. I will talk to the customer today and see how they feel about this, I have suggested something similar to them previously and had low acceptance.

    Best,

    Debora



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

    Original Message


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