Forecasting capability of WFM API

Genesys Cloud WFM
1

Hi,

We have a requirement for Integration of WFM API and the Client wants to know what Forecasting abilities does the API possesses.

NOTE: Historical Data for forecasting will be from 3rd party source systems( Non Genesys data such as Interaction Volume and AHT etc..)

Please help me with the below queries:

  1. Can the data needed for the Forecasting be fed from external 3rd party systems through WFM API?
    2.If yes, what are the mandatory parameters to be fed for Forecasting?
    3.What are the pre requisites for the 3rd party systems to be in line to feed the data through API?

Referred the WFM API Integration Guide and WFM API package as well.

But couldn’t find answers to my above questions. Hence, requesting for help.

Please Help..

Regards,
KG

2

sorry i may misunderstand but are you not forecasting from your WFM?

3

Hi,

We need to do the forecasting in WFM only…But, however the data for WFM to forecast is from the External 3rd Party Source Systems.

So my(Or Client’s) concern was, can the data be fed from 3rd party systems into WFM through WFM API to do the forecasting in WFM?

Also, please help me find the answers for the questions posted previously.

Thanks In Advance

Regards,
Kavya

4

We had a similar situation here and Genesys discarded it as was complex. You need to fill a lot of information and yet no guarantee. Never talked about API but direct input into WFM tables by importing data. At the end the other party told us they didn’t had all the data required or was not the same definition, so project was dropped.

Enviado de meu E6633 usando Tapatalk

5

We proposed for Data Import/Export options through WFM CU/WFM Web initially, But they are looking specifically through WFM APIs only.

If anyone has worked on this, please do reply.

6

Hi, whether you were able build the WFMAPI connector for forecasting ?