Genesys Cloud - Main

Hi there, 

I have recently upgraded from purecloud 2 to purecloud 3 so i can implement workforce management, today will trying to set up the short-term forecast every-time i run it no data populates and i get no graphs or anything display. I have had it work no issue before, but that was prior to the recent patch and improvements to WFM. 

anyone able to offer a suggestion on what might be happening, i am literally following the help center guide but for some reason it is not picking up any data, we have been on purecloud for 4 years so the data should be there for the last 6 weeks. 

thank you for your time and help.
#SystemAdministration
#Unsure/Other

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Jason Pratt
Noosa Shire Council
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I would check your route paths you have configured for the planning groups for the business unit.

Go to Planning Group's Association tab and select Search for Route Path Associations. Those route paths with any volume in the last 6 weeks will show non-zero offered values. My hunch is that none of your configured route paths have any volume in the past 6 weeks.

Generally we have seen issues when folks manually configure route paths by hand rather than add by the search method. E.g., they configure single-skill route paths but in reality all actual interactions require multi-skill or vice versa (as one example).

We have had enough feedback after the recent release, that we have several improvements around planning groups and route paths to improve usability and help prevent bad config.

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Jay Langsford
Senior Director, Workforce Optimization Engineering
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@Jay Langsford you sir are a legend, thank you very much! ​

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Jason Pratt
Noosa Shire Council
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Original Message:
Sent: 06-12-2020 05:47
From: Jay Langsford
Subject: Short-term forecast help

I would check your route paths you have configured for the planning groups for the business unit.

Go to Planning Group's Association tab and select Search for Route Path Associations. Those route paths with any volume in the last 6 weeks will show non-zero offered values. My hunch is that none of your configured route paths have any volume in the past 6 weeks.

Generally we have seen issues when folks manually configure route paths by hand rather than add by the search method. E.g., they configure single-skill route paths but in reality all actual interactions require multi-skill or vice versa (as one example).

We have had enough feedback after the recent release, that we have several improvements around planning groups and route paths to improve usability and help prevent bad config.

------------------------------
Jay Langsford
Senior Director, Workforce Optimization Engineering
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I'll second that legend bit!

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George Ganahl GCP (Genesys Cloud), ICCE
Principal Technology Consultant
Genesys
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Original Message:
Sent: 06-14-2020 18:49
From: Jason Pratt
Subject: Short-term forecast help

@Jay Langsford you sir are a legend, thank you very much! ​

------------------------------
Jason Pratt
Noosa Shire Council
------------------------------


Original Message:
Sent: 06-12-2020 05:47
From: Jay Langsford
Subject: Short-term forecast help

I would check your route paths you have configured for the planning groups for the business unit.

Go to Planning Group's Association tab and select Search for Route Path Associations. Those route paths with any volume in the last 6 weeks will show non-zero offered values. My hunch is that none of your configured route paths have any volume in the past 6 weeks.

Generally we have seen issues when folks manually configure route paths by hand rather than add by the search method. E.g., they configure single-skill route paths but in reality all actual interactions require multi-skill or vice versa (as one example).

We have had enough feedback after the recent release, that we have several improvements around planning groups and route paths to improve usability and help prevent bad config.

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

We missed a couple too after migration. How about showing all previously used paths with the volume so we can decide to add?

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Greg Barrett
Outdoor Network, LLC
------------------------------

Original Message:
Sent: 06-12-2020 05:47
From: Jay Langsford
Subject: Short-term forecast help

I would check your route paths you have configured for the planning groups for the business unit.

Go to Planning Group's Association tab and select Search for Route Path Associations. Those route paths with any volume in the last 6 weeks will show non-zero offered values. My hunch is that none of your configured route paths have any volume in the past 6 weeks.

Generally we have seen issues when folks manually configure route paths by hand rather than add by the search method. E.g., they configure single-skill route paths but in reality all actual interactions require multi-skill or vice versa (as one example).

We have had enough feedback after the recent release, that we have several improvements around planning groups and route paths to improve usability and help prevent bad config.

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

As part of migration we ensured 100% auto-creation/config of route paths that had any data in the past 6 weeks. From a resource center article:


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

Original Message:
Sent: 06-15-2020 08:52
From: Greg Barrett
Subject: Short-term forecast help

We missed a couple too after migration. How about showing all previously used paths with the volume so we can decide to add?

------------------------------
Greg Barrett
Outdoor Network, LLC
------------------------------


Original Message:
Sent: 06-12-2020 05:47
From: Jay Langsford
Subject: Short-term forecast help

I would check your route paths you have configured for the planning groups for the business unit.

Go to Planning Group's Association tab and select Search for Route Path Associations. Those route paths with any volume in the last 6 weeks will show non-zero offered values. My hunch is that none of your configured route paths have any volume in the past 6 weeks.

Generally we have seen issues when folks manually configure route paths by hand rather than add by the search method. E.g., they configure single-skill route paths but in reality all actual interactions require multi-skill or vice versa (as one example).

We have had enough feedback after the recent release, that we have several improvements around planning groups and route paths to improve usability and help prevent bad config.

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

Original Message:
Sent: 6/15/2020 10:20:00 AM
From: Jay Langsford
Subject: RE: Short-term forecast help

As part of migration we ensured 100% auto-creation/config of route paths that had any data in the past 6 weeks. From a resource center article:

For every queue + media combination that was configured previously within a service goal group, one new planning group is created for each queue + media + language + skill set combination that had interaction volume in the past 6 weeks.

Post-migration if route paths were/are hand-configured, then I would recommend utilizing the search feature within planning group configuration. Since modifications post-migration might be significant (e.g., you might have separated or collapsed multiple queue + media type combos) we'd need user input on which route paths to show. This is what the search dialog does - you tell me a queue and I'll show you route paths with any offered volume in the last 6-weeks (and show you if it is already associated with a planning group). 

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


Original Message:
Sent: 06-15-2020 08:52
From: Greg Barrett
Subject: Short-term forecast help

We missed a couple too after migration. How about showing all previously used paths with the volume so we can decide to add?

------------------------------
Greg Barrett
Outdoor Network, LLC
------------------------------