Workforce Engagement Management

 View Only

Discussion Thread View
Back to discussions
Expand all | Collapse all

Cloud CX equivalent for 'Single Skill Equivalents (SSE) to Multi-Skill Equivalents (MSE)' in Genesys Engage WFM

  • 1.  Cloud CX equivalent for 'Single Skill Equivalents (SSE) to Multi-Skill Equivalents (MSE)' in Genesys Engage WFM

    Posted 03-17-2024 20:46

    Hi community,

    We are migrating from Genesys Engage cloud to Genesys CX. 

    I was wondering what is the Cloud CX equivalent for multi skilled forecasting in Genesys CX similar to 'Single Skill Equivalents (SSE) to Multi-Skill Equivalents (MSE)' in Genesys Engage WFM.

    Any help is greatly appreciated. Thanks.


    #WorkforceManagement
    #Forecasting
    #Scheduling

    ------------------------------
    Best regards,
    Aparna
    ------------------------------


  • 2.  RE: Cloud CX equivalent for 'Single Skill Equivalents (SSE) to Multi-Skill Equivalents (MSE)' in Genesys Engage WFM

    GENESYS
    Posted 03-21-2024 09:26

    Hi Aparna, 

    That is a great question! In Genesys Cloud, we forecast each type of workload separately as Planning Groups. During the scheduling process, all agents are considered based on the Planning Groups they can handle. This ensures that we always use the agent skill set, and we do not have an SSE equivalent in Genesys Cloud.

    Hope that answers your question. 



    ------------------------------
    Daniel Chapdelaine,
    Senior Product Manager, WFM Forecasting
    Genesys - Employees
    ------------------------------

    Original Message


  • 3.  RE: Cloud CX equivalent for 'Single Skill Equivalents (SSE) to Multi-Skill Equivalents (MSE)' in Genesys Engage WFM

    Posted 03-24-2024 18:47

    Thanks for your response @Daniel Chapdelaine sure it does answer my question.



    ------------------------------
    Best regards,
    Aparna
    ------------------------------

    Original Message


Need Help finding something?

Check out the Genesys Knowledge Network - your all-in-one access point for Genesys resources