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Laura Cepeda

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QM: Selection of evaluations limited to a specific period

Posted By Laura Cepeda 03-25-2026 05:53
Found In Egroup: Workforce Engagement Management \ view thread
Hello everyone, We have an issue at our client regarding the selection of evaluations. Our policy for interaction selection is set to 'Evaluations selected per Agent,' where we specify that for each agent should select two evaluations per week. We are encountering that some interactons were selected ...

QM: Interactions not selected for evaluation

Posted By Laura Cepeda 01-21-2026 06:53
Found In Egroup: Workforce Engagement Management \ view thread
Hello everyone, I have a question in case anyone else has encountered this. In our organization, we have a type of interaction that isn't the out-of-the-box Genesys interaction; it's from a third party such as email. When we try to incorporate this type of interaction into our QM processes for evaluation, ...

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

Posted By Laura Cepeda 09-22-2025 04:52
Found In Egroup: Workforce Engagement Management \ view thread
Thank you very much Chris for the clarifications and George for the answer! ------------------------------ Laura Cepeda ------------------------------

WFM: Impact on planning groups due to migration to web messaging

Posted By Laura Cepeda 09-16-2025 05:44
Found In Egroup: Workforce Engagement Management \ view thread
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 ...

RE: Automatic change from productive to non-productive status at the end of interaction

Posted By Laura Cepeda 07-14-2025 03:13
Found In Egroup: Genesys Cloud - Main \ view thread
Hello Carmeron, Thank you for your response. Could you please give me more details about to use this WFM features? We`ve started to use WFM but I do not how to perform these automatic status changes. Thanks a lot for the idea. Regards! ------------------------------ Laura Cepeda ...

Automatic change from productive to non-productive status at the end of interaction

Posted By Laura Cepeda 07-11-2025 02:32
Found In Egroup: Genesys Cloud - Main \ view thread
Hi everyone! We have a situation we're not quite sure how to resolve. During times of high demand, when agents receive a lot of interactions and have to take their scheduled break, to avoid incoming calls, the agents, while are interacting, change their status to a special one that we have created ...

WFM: Daily value configuration in service goal templates

Posted By Laura Cepeda 04-03-2025 08:23
Found In Egroup: Workforce Engagement Management \ view thread
Hello everyone, A few weeks ago, the 'Daily value configuration in service goal templates' feature was released on March, 24, which now extends the time range to days for configuring the Service Level. Could we say that the feature is fully released? The documentation indicates that you can first ...

RE: WFM: Forecasting outbound calls through inbound queues

Posted By Laura Cepeda 03-13-2025 09:03
Found In Egroup: Workforce Engagement Management \ view thread
Hi! Thanks @Amy Sessions and @Robert Gacula for your responses. Yes, our Agents place the calls on behalf of the inbound queue. But as Amy said that they have something similar to our case and it is not influencing forecast results, OK. We've some doubts because our forecast results are greater ...

WFM: Forecasting outbound calls through inbound queues

Posted By Laura Cepeda 03-12-2025 07:56
Found In Egroup: Workforce Engagement Management \ view thread
Hello everyone, Just to confirm, as we recently had a question. Genesys currently doesn't provide outbound call forecasting, right? It specifies this in its documentation. Currently, workforce management forecasting and scheduling only supports inbound voice, chat, callbacks, email, and message ...

RE: 📢New Feature - Weekly Long-Term Staffing Requirements in an all new UI

Posted By Laura Cepeda 01-09-2025 04:45
Found In Egroup: Workforce Engagement Management \ view thread
Hello all, Does anyone know if the bug has been resolved? A few weeks ago they told us that it was a bug in the staffing distribution generation for certain sets of inputs in some regions. Just in case there was any prediction as to when the fix would be available. On the other hand, the functionality ...

RE: Maximum number of policies per org

Posted By Laura Cepeda 12-12-2024 04:00
Found In Egroup: Workforce Engagement Management \ view thread
Thank you very much @Daniel Ho and @Robert Wakefield-Carl for your responses and the confirmation that there is no limit for policies. Regards! ------------------------------ Laura Cepeda ------------------------------

Maximum number of policies per org

Posted By Laura Cepeda 12-10-2024 16:51
Found In Egroup: Workforce Engagement Management \ view thread
Hello everyone, A simple and quick question but one that we have not been able to locate anywhere in the Resource Center. Does anyone know what is the limit of policies that can be created per org? We need to create a high volume of policies and we are not sure if they can be created. Does anyone ...

RE: WFM: Behaviour in WFM when an Agent is deleted

Posted By Laura Cepeda 03-13-2024 17:13
Found In Egroup: Genesys Cloud - Main \ view thread
Thanks Robert for your response. We have been able to test the scenario of deletion and subsequent activation/restore of the same user and we have verified the behavior and what WFM objects and information are linked to the user after deleting it. Only the user's schedule history remains, but the rest ...

WFM: Behaviour in WFM when an Agent is deleted

Posted By Laura Cepeda 02-29-2024 07:45
Found In Egroup: Genesys Cloud - Main \ view thread
Hi everyone! Does anyone know what the behavior is at WFM level for an Agent who has left the organization and after a few months or a certain period of time, he returns to work and is added to the organization again? When an Agent is deleted from Genesys Cloud at the Schedule level for example, ...

RE: WFM- Gap between Forecast and Real data

Posted By Laura Cepeda 06-14-2023 17:31
Found In Egroup: Genesys Cloud - Main \ view thread
Thanks George. Yes, it was the first thing we validate. This is something that happens with the forecast created with the automatic selection of the best method, but with the historical weighted index this does not happen. We don't see what it could be. Greetings. ------------------------------ ...

WFM- Gap between Forecast and Real data

Posted By Laura Cepeda 06-14-2023 08:23
Found In Egroup: Genesys Cloud - Main \ view thread
Hi everyone, We have a question regarding the forecast data obtained and an effect that is taking place. We are observing that the forecast curve has a displacemen/gap with respect to the real interaction curve about 2 hours. That is, forecast curve begins around 7am with a significant peak when ...

WFM- Gap between Forecast and Real data

Posted By Laura Cepeda 06-14-2023 08:22
Found In Library: Genesys Cloud - Main
#Reporting/Analytics #Unsure/Other

RE: WFM-Export historical forecast data

Posted By Laura Cepeda 06-02-2023 08:52
Found In Egroup: Genesys Cloud - Main \ view thread
Thanks Jay for your answer. I understand that historical data are not part of the forecast, just to know. Our Customer wants data of the forecast for this summer and also wants to compare with data from the previous years, in order to know how accuarate is the forecast. In the last 2 years, the organization ...

RE: If you could have any superpower to enhance your life, what would it be?

Posted By Laura Cepeda 06-01-2023 17:34
Found In Egroup: Genesys Casual \ view thread
The power o ubiquity, to be able to be present in several places and moments at the same time and not miss any important moment in life by being away or having another event. ------------------------------ Laura Cepeda Indra Sistemas S.A. ------------------------------

WFM-Export historical forecast data

Posted By Laura Cepeda 06-01-2023 07:30
Found In Egroup: Genesys Cloud - Main \ view thread
Hi everyone, I have a question related to the export of forecasts. Perhaps, it has already been done previously but I have not located it, sorry if it is so. In a forecast where the automatic best method forecast has been used, you can see also historical data in order to compare with the forecast ...