Workforce Engagement Management

Hi All,

After some clarity as I can't seem to get a clear answer from the resource center articles around which Routing Methods are compatible with WEM forecasting and schedulding.

In the Workforce management supported configuration article under the Forecasts section, it says currently Forecasting and scheduling only supports "standard ACD routing or predictive routing configured for skill matching." and it "does not support configured for bullseye routing"

Does this mean it only supports all of the Evaluation Methods under the 'Standard Routing (Default)' Routing Method? Or only the 'All skills matching' Evaluation Method and doesn't include 'Best Available skills' and/or 'Disregard skills, next agent'? 

What about Preferred Agent Routing? Conditional Group Routing? Assuming it's not listed so it's not supported?

Then in the Bullseye routing overview article under Option 1 'Expand agent pool by adding skill expression groups with the same skill conditions' it has a note saying "To ensure compatibility with WEM forecasting and scheduling, you can manage expansion by creating skill expression groups defined with the same skills but with varying levels of proficiency."

So does this mean only Bullseye Routing is supported but only if using Option 1 (Expand agent pool by adding skill expression groups)? But Bullseye Routing Option 2 (Expanding agent pool by relaxing skill requirement) doesn't? 

Ultimately I'm looking for a clear and simple table that shows what is and isn't supported, such as:

Routing Method	WEM Forecasting and Scheduling supported?
Standard ACD	Yes, only if using Evaluation Method 'All Skills matching' ???
Predictive routing	Yes, only if Skill Matching is On???
Preferred agent	No???
Bullseye	Yes, only if Option 1 - Expand agent pool by adding skill expression groups is used
Conditional group routing	No???

#Workforce Management
#Forecasting
#Routing
#ScheduleManagement

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Jeff
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WFM-friendly routing methods are those that do not change skill requirements (e.g., adding or stripping of skills) after the initial requirements were set.

@Eric Hagaman, we should look at improving documentation.

The workforce management supported configuration page you mentioned is accurate in that only those noted as being supported are supported and any not listed or said not to be supported are not supported. I.e., "Forecasting and scheduling does not support queues configured for bullseye routing." means bullseye routing, regardless of how it is configured, is not supported by WFM.

Forecasts and schedules are plans and those plans are built on the initial requirements of interactions. Routing methods that employ tricks to reduce the initial requirements are violating the plans made in the forecast and staffing stages. For standard routing, the all skills matching is greatly preferred. You could have a different evaluation method, but if those things happen frequently (disregarding some or all skills after initial requirement), then forecasting and staffing will diverge even more from what actually occurs / is needed.

Related recent post:

https://community.genesys.com/discussion/conditional-group-routing-impacting-fte-differentials#bma9949391-5c15-463d-9027-018f1f79768b

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Jay Langsford
VP, R&D
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