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  • 1.  WFM for Async Chat?

    Posted 10-18-2022 16:00
    No replies, thread closed.

    I haven't seen any discussion of adding async to WFM\WFO.  I will be providing requirements with a feature request that will likely be split into multiple feature requests.

    1. Have I missed any discussions about adding functionality to Genesys WFM to accommodate async chat?

    2. Are there any best practices for measuring and forecasting with those organizations who have gone live with async?
    Thanks for any insights!
    Kevin
    #DigitalChannels
    #Unsure/Other

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    Kevin Brown
    Cognizant Technology Solutions Corporation

    I've been working and playing with Genesys since 1995
    Arizona, USA
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  • 2.  RE: WFM for Async Chat?

    Posted 10-24-2022 00:12
    No replies, thread closed.
    WFM does have support for Web Messaging which is asynchronous.  Web Chat is not.  See this page:  Web messaging and web chat feature comparison - Genesys Cloud Resource Center (mypurecloud.com)

    Web messaging Web chat
    Recordings, recording downloads Common for all messaging channels Dedicated for web chat
    Recording policy

    Common for all messaging channels

    Not based on duration of messaging interaction

    Dedicated for web chat

    Based on duration of the chat
    Survey Sent after 72 hours/3 days Sent after chat is finished 
    Estimated wait time Common for all messaging channels Dedicated for web chat
    Forecasting and scheduling Common for all messaging channels Dedicated for web chat
    Speech and text analytics Common for all messaging channels

    Dedicated for web chat

    Version 2 widget only


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    Robert Wakefield-Carl
    Avtex Solutions, LLC
    Contact Center Innovation Architect
    https://www.Avtex.com
    https://RobertWC.Blogspot.com
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    Original Message


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