Workforce Engagement Management

Morning, 

Does anyone know what is the impact on planning groups due to migration to web messaging? 

Regarding the migration from Web Chat to Web Messaging, what is the impact at the WFM level, specifically on the planning groups that were originally created with 'chat' media type?
Is it necessary to change the media type for these planning groups? How does it impact the data in these planning groups and in subsequent forecasts?

Sorry, but we haven't seen any references in the resource center regarding this point.

Thank you in advance.

Regards,

Laura. 

Morning, 

Does anyone know what is the impact on planning groups due to migration to web messaging? 

Regarding the migration from Web Chat to Web Messaging, what is the impact at the WFM level, specifically on the planning groups that were originally created with 'chat' media type?
Is it necessary to change the media type for these planning groups? How does it impact the data in these planning groups and in subsequent forecasts?

Sorry, but we haven't seen any references in the resource center regarding this point.

Thank you in advance.

Regards,

Laura. 

Hi Laura, like George mentioned below Web Messaging is a different media type than Chat so you'd need to create a new Planning Group or edit the existing planning group and change the media type to Message.  Since there won't be any historical data for the new media type you might consider exporting the old chat history and importing it via Historical Data Import under the new Messaging media type if that is representative of what you'd expect in messaging.  This would let you get better forecasts more quickly than waiting for new history to accumulate under the Messaging media type.  I hope this helps point you in the right direction.

More information on Historical Data Import can be found here:

https://help.mypurecloud.com/articles/historical-data-import-overview/

Thank you,
Chris Johnson

Morning, 

Does anyone know what is the impact on planning groups due to migration to web messaging? 

Regarding the migration from Web Chat to Web Messaging, what is the impact at the WFM level, specifically on the planning groups that were originally created with 'chat' media type?
Is it necessary to change the media type for these planning groups? How does it impact the data in these planning groups and in subsequent forecasts?

Sorry, but we haven't seen any references in the resource center regarding this point.

Thank you in advance.

Regards,

Laura. 

Thank you, Chris!

Hi Laura, like George mentioned below Web Messaging is a different media type than Chat so you'd need to create a new Planning Group or edit the existing planning group and change the media type to Message.  Since there won't be any historical data for the new media type you might consider exporting the old chat history and importing it via Historical Data Import under the new Messaging media type if that is representative of what you'd expect in messaging.  This would let you get better forecasts more quickly than waiting for new history to accumulate under the Messaging media type.  I hope this helps point you in the right direction.

More information on Historical Data Import can be found here:

https://help.mypurecloud.com/articles/historical-data-import-overview/

Thank you,
Chris Johnson

Morning, 

Does anyone know what is the impact on planning groups due to migration to web messaging? 

Regarding the migration from Web Chat to Web Messaging, what is the impact at the WFM level, specifically on the planning groups that were originally created with 'chat' media type?
Is it necessary to change the media type for these planning groups? How does it impact the data in these planning groups and in subsequent forecasts?

Sorry, but we haven't seen any references in the resource center regarding this point.

Thank you in advance.

Regards,

Laura.