Workforce Engagement Management

Hi,

is it somehow possible to include external data e.g. email / cases from another platform for forecasting together with call and chat data generated in Genesys Cloud?

Thanks!
Jeroen

From what I understand, Genesys Cloud WFM does support importing external data in a few different ways, including historical data for AI forecasting and importing forecasts that have been created outside of Genesys Cloud.

The key thing is that I don't believe there's a native way for Genesys Cloud to automatically combine its own historical interaction data with external email/case data into a single forecast. If you want to forecast a combined workload, the data would typically need to be prepared outside of Genesys Cloud first, or you'd create the combined forecast externally and then import it.

I'd be interested to hear if anyone in the community has done this in practice. Has anyone successfully combined Genesys interaction data with workload from another platform for forecasting? If so, it'd be great to hear how you approached it!

Hi Jeroen, 

As far as I know, there are two separate methods:

• Weighted Historical Index: Uses ONLY data already captured in Genesys Cloud;
• Weighted Historical Index with Source Data Import: Uses ONLY data from an external CSV file.

To combine both data sources in one forecast, you would need to:

• Export your Genesys Cloud historical data;
• Manually combine it with your external platform data (email, cases) in a spreadsheet;
• Format everything together in the required CSV format (with columns: Interval Start UTC Date, Planning Group, Offered, Average Handle Time in Seconds, Abandoned);
• Import the combined CSV file using the "Weighted Historical Index with Source Data Import" method.

This creates a single forecast that includes both Genesys Cloud interactions AND external platform data. The system doesn't automatically merge the two data sources for you, you need to combine them manually in the CSV file before importing.

I hope this helps.

Hello,

You can create a Planning Group for this activity (email/cases). Then you can import the data using Historical Data Import.

After that, if you generate the forecast il will include these volumes as well.

Regards,

Daniela