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  • 1.  WFM: Impact on planning groups due to migration to web messaging

    Posted 09-16-2025 05:44
    No replies, thread closed.

    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. 


    #Forecasting
    #ScheduleGeneration
    #WFMConfiguration,BestPractices

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    Laura Cepeda
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  • 2.  RE: WFM: Impact on planning groups due to migration to web messaging

    Posted 09-18-2025 11:25
    No replies, thread closed.

    Web Messaging is definitely a different Media Type than Chat. Hopefully someone has a good way to use the Chat data to forecast for Messaging.



    ------------------------------
    George Ganahl GCCX-AI, GCP, GCSME
    Technical Adoption Champion
    Genesys
    2024 Community Member of the Year
    ------------------------------



  • 3.  RE: WFM: Impact on planning groups due to migration to web messaging
    Best Answer

    Posted 09-19-2025 12:08
    No replies, thread closed.

    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



    ------------------------------
    Christopher Johnson
    Director PM
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  • 4.  RE: WFM: Impact on planning groups due to migration to web messaging

    Posted 09-19-2025 12:13
    No replies, thread closed.

    Thank you, Chris!



    ------------------------------
    George Ganahl GCCX-AI, GCP, GCSME
    Technical Adoption Champion
    Genesys
    2024 Community Member of the Year
    ------------------------------

    Original Message


  • 5.  RE: WFM: Impact on planning groups due to migration to web messaging

    Posted 09-22-2025 04:52
    No replies, thread closed.

    Thank you very much Chris for the clarifications and George for the answer!



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    Laura Cepeda
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    Original Message


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