Guys,
Has anyone done a WFM integration to be feed by a non-genesys platform in pararell? Like another organization?
Customer has 2 CC, one with Genesys (all ok here) but other is handled by a 3rd party which has another solution and would like to use single WFM to forecast both. Guess manual import can be a solution but no clue how…
yes, cav - you can import the SLA stats and run it that way, by updating the the stats manually before Forecasting and Scheduling - but it’s a lot of manual work and you still need to configure the non-Genesys Agents, Agent Groups, Skills etc. on the Platform… after that, you may be able to import the stats automatically - it depends on the other platform and how easy it is to re-align the stats.
I lost 2 weeks one summer importing external stats… let me dig out the details… I will PM you…
Agents…yeah…damn
So if they change other agents skills it will have to do manually
Perhaps - I will look into it, again.
Don’t forget: External Agents @ WfM = $$$
cav - I am stuck on “you are only allowed 1 PM per hour”… I will email you…
Will see if can change that rule for admins like us