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  • 1.  Preference and Bidding in Genesys Cloud WFM

    Posted 03-08-2021 04:24
    No replies, thread closed.
    Hi All,

    I have few questions related to Genesys Cloud WFM:

    1. Do we have agent preference and shift bidding options available in Genesys Cloud WFM (like how we have in Genesys Engage WFM). If yes, please share the steps for the same?

    2. What is the maximum and minimum duration to generate forecast and schedule? I believe we can only generate maximum 6 weeks of forecast and 6 weeks of schedule. Please correct me if I am wrong here.

    Thanks
    #Unsure/Other

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    Rahul Tyagi
    Accenture India
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  • 2.  RE: Preference and Bidding in Genesys Cloud WFM

    Posted 03-08-2021 11:57
    No replies, thread closed.
    @Cameron Smith ​ or @Christopher Johnson can better let you know timing but I do know that the 6 weeks will be extended to 52 and maybe more in the near future and that bidding is on the roadmap.  Genesys is already working on agent shift preferences.   ​


    ------------------------------
    Robert Wakefield-Carl
    Avtex Solutions, LLC
    Contact Center Innovation Architect
    robertwc@avtex.com
    https://www.Avtex.com
    https://RobertWC.Blogspot.com
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    Original Message


  • 3.  RE: Preference and Bidding in Genesys Cloud WFM

    Posted 03-08-2021 21:36
    No replies, thread closed.
    Thanks Robert..!!
    So currently we don't have bid and preference option available. Also, I tried to create forecast and schedule but it's not going beyond 6 weeks. Please let me know how to increase it.
    @Christopher Johnson​​
    @Cameron Smith Kindly provide your inputs as well.​​

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    Rahul Tyagi
    Accenture India
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    Original Message


  • 4.  RE: Preference and Bidding in Genesys Cloud WFM

    Posted 03-08-2021 22:16
    No replies, thread closed.
    On the Roadmap - meaning, you can only do 6 weeks until that feature comes out for 52 weeks.  It is coming soon.

    ------------------------------
    Robert Wakefield-Carl
    Avtex Solutions, LLC
    Contact Center Innovation Architect
    robertwc@avtex.com
    https://www.Avtex.com
    https://RobertWC.Blogspot.com
    ------------------------------

    Original Message


  • 5.  RE: Preference and Bidding in Genesys Cloud WFM
    Best Answer

    Posted 03-09-2021 07:04
    No replies, thread closed.
    Today you can generate forecasts and schedules beyond 6 weeks out, but would require multiple consecutive forecasts/schedules (e.g., generate one schedule for 6w and then another consecutive for the following 6w etc.).

    From help:
    https://help.mypurecloud.com/articles/about-short-term-forecasts/
    The short-term forecasts list displays a maximum of 26 weeks prior and 26 weeks forward from the earlier of the current week or the last week in which a schedule exists. Use the search feature to find schedules, including those outside of the +/- 26-week window.

    https://help.mypurecloud.com/articles/work-schedules/
    The Schedules list displays a maximum of 26 weeks prior and 26 weeks forward from the earlier of the current week or the last week in which a schedule exists. Use the search feature to find schedules, including those outside of the +/- 26-week window.

    ------------------------------
    Jay Langsford
    Senior Director, Workforce Optimization Engineering
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    Original Message


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