Hi Genesys Community,

We are fairly new in Genesys Cloud, especially in WFM related topics, so still trying to find our way around. 

Our agents are dealing with both calls and emails, fair share of the emails being dealt with off-queue, as not routed via Genesys. The difficulty we are facing is to schedule those off-queue activities, as they can't be forecasted within WFM (we could import volumes or forecast separately I guess, but wouldn't be able to use this for scheduling along with our"normal" WFM forecast). So far, the workaround we found is to set-up fixed off-queue activities in the schedules, but this is fairly manual and not that accurate. 

Wonder if anyone is facing the same situation and found a workaround...

Thanks in advance.

Hi Genesys Community,

We are fairly new in Genesys Cloud, especially in WFM related topics, so still trying to find our way around. 

Our agents are dealing with both calls and emails, fair share of the emails being dealt with off-queue, as not routed via Genesys. The difficulty we are facing is to schedule those off-queue activities, as they can't be forecasted within WFM (we could import volumes or forecast separately I guess, but wouldn't be able to use this for scheduling along with our"normal" WFM forecast). So far, the workaround we found is to set-up fixed off-queue activities in the schedules, but this is fairly manual and not that accurate. 

Wonder if anyone is facing the same situation and found a workaround...

Thanks in advance.