We are trying to configure automatic schedule generation with skill-based requirements.
Is network bandwidth considered a ‘skill’ in Genesys Cloud? Because some of our remote agents have terrible internet, we only want them taking voice calls if their WebRTC latency is under 50ms. Can WFM schedule them dynamically based on their current QoS metrics?
Make sure whatever schedule generation parameters you use are saved for legal discovery.
If an agent claims they were scheduled unfairly, we need the metadata proving the AI algorithm chose their shift based on ACD skill proficiencies, not bias. Keep the API payloads of your schedule generation runs.
You cannot use network QoS ure.
However, you can automate the entire WFM schedule generation process via the API. I use a Python script that hits POST /api/v2/workforcemanagement/managementunits/{id}/schedules every Thursday at midnight.
Body = {
"description": "Automated Weekly Run",
"weekCount": 2
}
Api.post_wfm_managementunit_schedules(mu_id, body)
It saves our planners 3 hours a week.