Genesys Cloud - Main

We currently are using Divisions. We have one larger division for Customer Service. We are going through some restructuring at our company and are considering splitting some of our groups from Customer Service into their own separate divisions. My questions are:

1. What ramifications could this have on previous reporting?
2. What happens to the data from the previous division? Does it stay with the queues?
3. What awareness should we consider before moving?
4. What kind of impact will this have on WFM scheduling and forecasting?

I'm open to any input the community may have. If you have done this before what was your experience? Any insight is appreciated. 

#ArchitectureandDesign
#PlatformAdministration
#QualityManagement
#Telephony

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Corey Lanier
Shaw Industries Group, Inc.
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As long as you have supervisor access to both divisions, you should be able to report the same as you are now.  The data will be there as before.  From the day you place them into their own division, you will be able to report on just that division as we can't change the existing data.  Make sure whoever needs access to the objects in that division has that assigned in their roles.  WFM and forecasting will have no affect as you don't move the management units to the new division.  

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Robert Wakefield-Carl
ttec Digital
Sr. Director - Innovation Architects
Robert.WC@ttecdigital.com
https://www.ttecDigital.com
https://RobertWC.Blogspot.com
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