Currently with Genesys Cloud CX, you cannot ingest interactions from other applications into Genesys. Genesys Cloud EX can, but it cannot ingest Genesys Cloud CX data at this time. Now, if you were to build a forecast and schedule and only look at imported data, you might get half-way there. What you really need is just 15-min increments of interaction AHT and Handled by Queue with media type and skills/languages. This would need to match up with the queues, skills, and languages in GCx. Also, agents would need to be part of the planning group that contains that designation as well.
All that to say, it is best if you route ALL interactions through Genesys Cloud, no matter what Salesforce tells you.
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Robert Wakefield-Carl
ttec Digital
Sr. Director - Innovation Architects
Robert.WC@ttecdigital.comhttps://www.ttecDigital.comhttps://RobertWC.Blogspot.com------------------------------
Original Message:
Sent: 02-23-2025 17:57
From: Alex Slocum
Subject: WFM / Salesforce
I need a template for importing my Genesys Voice Forecast and my Salesforce Chat and Case Forecasts
#Unsure/Other
#Community Videos (TAM, QA, etc.)
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Alex Slocum
n/a
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