Workforce Engagement Management

In the work plan bid you have to choose the decision metrics. One of the options is performance. When I review what that means it says. 

• Performance: The system adds an integer value for this field based on the selected agent's bid. You can sort the agents based on their performance (top performer first).

What metrics is this based on? 

Thank you

Hi Candace, 

The performance data and tie breaker/custom values are based on imported values that are stored in the new User Attribute Service. This is currently an API only process, with the API details called out in the note section of step 6.vi of the Add new Work Plan Bid help page. 

I believe the App Foundary WFM Wizard application is either able to/or looking to add an enhancement that will enable users to update, view and maintain these values via an App rather than having to have specific API skills and knowledge.

Paul

In the work plan bid you have to choose the decision metrics. One of the options is performance. When I review what that means it says. 

• Performance: The system adds an integer value for this field based on the selected agent's bid. You can sort the agents based on their performance (top performer first).

What metrics is this based on? 

Thank you

Good Morning Paul. Thank you for the reply. I understand what the custom is an how to use it. We use that. But I am struggling with the performance one. I cannot find any details that tell me what it is based on.

Hi Candace, 

The performance data and tie breaker/custom values are based on imported values that are stored in the new User Attribute Service. This is currently an API only process, with the API details called out in the note section of step 6.vi of the Add new Work Plan Bid help page. 

I believe the App Foundary WFM Wizard application is either able to/or looking to add an enhancement that will enable users to update, view and maintain these values via an App rather than having to have specific API skills and knowledge.

Paul

In the work plan bid you have to choose the decision metrics. One of the options is performance. When I review what that means it says. 

• Performance: The system adds an integer value for this field based on the selected agent's bid. You can sort the agents based on their performance (top performer first).

What metrics is this based on? 

Thank you

In the work plan bid you have to choose the decision metrics. One of the options is performance. When I review what that means it says. 

• Performance: The system adds an integer value for this field based on the selected agent's bid. You can sort the agents based on their performance (top performer first).

What metrics is this based on? 

Thank you

I have a couple of questions. Our business unit recently performed a shift bid outside of Genesys and we ended up with a lot of opportunities to execute the process better. One reason the Genesys "Work Plan Bid" feature was not used is we don't know how to use the API(s) required to import and validate the agent performance values for the bid. Also, I might have missed it, but it is also not clear if the priority for performance integer values is on highest or lowest numbers. Getting this wrong would be very concerning. Can anyone point to an example of how the API(s) used for the work plan bid process for loading performance data is accomplished, what format the files or API code should look like, and how to verify the performance data was successfully loaded? We have been tasked with preparing another bid and we would really prefer to use the out of the box feature if we can work these issues out. 

API Explorer

Can anyone confirm this is the API Explorer code used for this feature?

In the work plan bid you have to choose the decision metrics. One of the options is performance. When I review what that means it says. 

• Performance: The system adds an integer value for this field based on the selected agent's bid. You can sort the agents based on their performance (top performer first).

What metrics is this based on? 

Thank you

Hi James, 

At a high level, your approach is correct. I'm working with the team to provide a more detailed response and instructions. 
Unfortunately, due to the time differences and the UK having a holiday weekend this week, it might be closer to the end of next week before I can get back to you.

Paul

I have a couple of questions. Our business unit recently performed a shift bid outside of Genesys and we ended up with a lot of opportunities to execute the process better. One reason the Genesys "Work Plan Bid" feature was not used is we don't know how to use the API(s) required to import and validate the agent performance values for the bid. Also, I might have missed it, but it is also not clear if the priority for performance integer values is on highest or lowest numbers. Getting this wrong would be very concerning. Can anyone point to an example of how the API(s) used for the work plan bid process for loading performance data is accomplished, what format the files or API code should look like, and how to verify the performance data was successfully loaded? We have been tasked with preparing another bid and we would really prefer to use the out of the box feature if we can work these issues out. 

API Explorer

Can anyone confirm this is the API Explorer code used for this feature?

In the work plan bid you have to choose the decision metrics. One of the options is performance. When I review what that means it says. 

• Performance: The system adds an integer value for this field based on the selected agent's bid. You can sort the agents based on their performance (top performer first).

What metrics is this based on? 

Thank you

Hello, just wondering if you've received a response on a more detailed instructions for these issues. 

Hi James, 

At a high level, your approach is correct. I'm working with the team to provide a more detailed response and instructions. 
Unfortunately, due to the time differences and the UK having a holiday weekend this week, it might be closer to the end of next week before I can get back to you.

Paul

I have a couple of questions. Our business unit recently performed a shift bid outside of Genesys and we ended up with a lot of opportunities to execute the process better. One reason the Genesys "Work Plan Bid" feature was not used is we don't know how to use the API(s) required to import and validate the agent performance values for the bid. Also, I might have missed it, but it is also not clear if the priority for performance integer values is on highest or lowest numbers. Getting this wrong would be very concerning. Can anyone point to an example of how the API(s) used for the work plan bid process for loading performance data is accomplished, what format the files or API code should look like, and how to verify the performance data was successfully loaded? We have been tasked with preparing another bid and we would really prefer to use the out of the box feature if we can work these issues out. 

API Explorer

Can anyone confirm this is the API Explorer code used for this feature?

In the work plan bid you have to choose the decision metrics. One of the options is performance. When I review what that means it says. 

• Performance: The system adds an integer value for this field based on the selected agent's bid. You can sort the agents based on their performance (top performer first).

What metrics is this based on? 

Thank you