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  • 1.  License Upgrade and Genesys Cloud AWS Region relocation

    Posted 07-14-2021 13:53
    No replies, thread closed.
    I have a couple of questions for an existing Genesys Cloud customer that will be moving to a new AWS Region and also upgrading to GC3 licenses.

    1. Our customer is currently in the AWS US-East Region and will be moving them to the AWS Canada Region.  Will we be able to export their WFM historical data to the new region.

    2. Currently, our customer is using GC2 licenses, if they upgrade to GC3 to utilize WFM, has the historical data been collected since they went live with GC2, or will the WFM related historical data only start collecting once they upgrade to GC3.


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    #Workforce Management

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    Martin Bunting
    i3Vision Technologies Inc.
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  • 2.  RE: License Upgrade and Genesys Cloud AWS Region relocation

    Posted 07-14-2021 14:42
    No replies, thread closed.
    Afternoon Martin, 

    On question 1.
    They can export that data (API) and then re-import this using the historical import capabilities. The data will need to be prepared in a similar fashion as the customer coming onto the platform for the first time from another vendor. 

    On question 2. 
    The historical data is being collected from the analytics services which is what is also used to construct the historical data. Once the Planning Groups are setup, the associated route paths are then collected and the historical data formed. 

    Cheers

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    Cameron Smith
    VP, Product Management - Workforce Engagement Management

    cameron.smith@genesys.com
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    Original Message


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