Genesys Cloud - Main

I will confess right now that I have a very limited knowledge of WFM. My question is around deleting queues and the data retaining for WFM forecasting purposes. We have a customer that went from many, many queues down to four. I have yet to delete these old queues because of fear to lose the data that they want to retain for future forecasting purposes. 

1. We know the data is now different because they have combined most queues into one, but they still want to see the old data for those agents staffing. 
2. I just deleted one of my test queues and the data looks to remain as long as you already have it associated with a service goal group, however, it just says Unknown, no GUID displays. 

Has anyone heard if anything like this is planned for the future on the Road Map and I am just missing it? - Adding the GUID for WFM after a queue is deleted.

Does anyone else have the need for this data retention? - looking back at older data, even if the queue has since been removed.

Does anyone else have a need for the ability to "Hide" a queue so that they are not visible to the users to transfer to?  - A check box, or other, to allow us to hide the queue. 

My thought at this point is to move all of these "old" unneeded queues to their own Division to hide them. 

I would be glad to open Ideas on these things if other would use them as well. 

@Trent Vance @John Watkinson @Erik Skoog @Anthony Gilio​​​​
#QualityManagement

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Angelia Harper
Avtex Solutions, LLC
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@Cameron Smith or @Jay Langsford any thoughts on how to best go about this?

Obviously, the forecast data for a week based on existing queues could be exported and saved aside before deleting the queues, but that wouldn't be utilized in a future AI-based calculation of a new forecast. ​​

I presume the old queues' data would not be used for any forecasts which do not include those queues anyhow, though, so about all one could do is look at that exported data and use it to tweak a new forecast?

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George Ganahl GCP (Genesys Cloud), ICCE
Principal Technology Consultant
Genesys
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The reality is that the state of things changed when coalescing the queues (e.g., different service performance goals, different AHTs, ASAs, SLs, arrival pattern, etc.). The value of the old data is questionable and certainly diminishes rapidly over time. A valid case can be made that you really only need the old data to bootstrap the week's forecast post-change, but then can simply use the first week's data post-change for the second week's post change forecast, etc.

WFM is intentionally not the store of record for queue names so we display Unknown 1, Unknown 2, etc. when the queue name cannot be found. Showing UUID versus Unknown n would not provide much additional benefit unless you separately recorded deleted queue names to UUID mapping.

In general queue deletions/coalescing is probably not a frequent/common scenario.

For WFM clean-up, the service goal groups should have those queues manually removed and then any new forecast will not show those unknown queues. Old forecasts will continue to show them however.

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Jay Langsford
Senior Director, Workforce Optimization Engineering
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Have you tried moving the queues into their own division so users in the other divisions cannot see them?  I believe the management units will be able to still use them for forecasting, but users will not be able to transfer to them and maybe even the flows can't either.

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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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