Workforce Engagement Management

 View Only

Discussion Thread View
  Thread closed by the administrator, not accepting new replies.
  • 1.  New Skill - New Route Path?

    Posted 11-22-2022 08:08
    No replies, thread closed.
    In Genesys Cloud CX, if I add a new Skill that will be assigned to agents and applied to inbound calls in an existing Queue where that Queue is already associated with Route Paths and Planning Groups, do I need to also add a new Route Path and a Planning Group (or add to an existing Planning Group if the volume is low)?

    If I do need to add a Route Path for the new Skill, should I do that manually (because the Skill is new, there is no historical data) or should I wait until calls arrive with the new skill and use the Search for route paths that have offered interactions in past 6 weeks feature?

    It seems to me that you would add the Route Path manually and then, because this would be new volume adjust the forecast manually through a Modification for awhile.

    Dan Fontaine
    ConvergeOne, Inc.

  • 2.  RE: New Skill - New Route Path?

    Posted 11-22-2022 10:33
    No replies, thread closed.

    The possible route paths appear that have historical data for the route for 6 weeks, i.e. Queue / Language / Skill. Adding the route path manually will work prior to having the data collection.  The agents that are able to work against those route paths will appear in the Agent tab (list) for routes of the Planning Group. See important note about planning groups / route paths below, which is documented in the Planning Group configuration screens. Auditing for the proper agent targets is an important step in finalizing updates to a planning group as it impacts agents scheduled against the forecast workload from the planning group route path configurations. 

    • Note: Agents must be able to handle all of the route paths in this planning group to be scheduled against any of the route paths in this Planning Group.
    If this is a new skill ALL agents are assigned/able to handle in a PG, and there is no need to forecast separately for it, adding it to an existing Planning Group is recommended. 

    After adding the route to the Planning Group, the GC WFM forecast will forecast for the new workload with the next forecast generation.  Make your Planning Group configuration updates prior to your next forecasting/scheduling exercises. 

    Let us know how it goes, or follow up questions.

    Chuck Swain
    WEM Leadership

Need Help finding something?

Check out the Genesys Knowledge Network - your all-in-one access point for Genesys resources