CGE6.5

[Vic]

Took the challenge test for CGE 6.5! Passed it!
Hooray!
Just wanted to share it with the rest of the world.
A bit too childish, but who care!

[Superglide]

Welcome to the club.

[Mark]

I wish I could say the same thing! We had three people take it and only one has passed. Did you study for it?

[Rory]

Vic,

Congratulations. You buying the beers then?

Rory

[Superglide]

We had the same problem as well. Of the 4 of us that sat the exam I was the only one to pass (and thats the old exam, where you were allowed refer to the course text books). It's not as easy as some would have you think! Thankfully the others have since resat and passed.... The really cool thing is the actual certificate and how its mounted etc.

Graeme

[WO]

Congratulations Vic.

[Jocelyn Wilson]

Hi Vic,

I'm trying to get back to the Genesys CTI space. I had once worked for Genesys in 20002001. I have not touched the project since 2002 and I've been contacted by a corporate recruiter regarding WFM. I have seen the latest version in a demo for our company last year and would like to know what should I refresh myself with prior to my interview? I thought I would ask you since I always see your name in this forum and figured you are a more senior level type of expert.

I look forward to your response.

Sincerely,
Jocelyn

[Vic]

Rory sure!

To all:

I am thinking about throwing a party at my home to celebrate my CGE 6.5 certification and I would like to take this opportunity to invite all of your to join me for this festive event.

Place: Vic's house in Tokyo
Time: to be decided
Cost: just get there lodging will be provided at no charge It might be cramped, but we would be too drunk to notice that. Plus, considering that most PBX rooms are half the size of a Japanese closet designed for barely fit Willow's clothing and maybe his hat (folded), my spartan tokyo apartment would be a spacious palace in comparison.

[Vic]

Jocelyn,

sorry it took me so long to reply. (..
I was too busy celebrating my CGE 6.5

Regarding WFM, different companies tend to use it really differently.

WFM is notorious for a really poor GUI and interface. Settings are something that would require a post graduate degree in gobblidyck (sp?). BluePumpkin is notorious for stealing the clients for its ease of use and humane (sp is correct interface and ease of use.

But, WFM engine and results are really awesome, and this is why WFM was able to get the product to stay in the market. So, you will need to be a person who can turn the cryptic, Orclike language into something a normal person can see and use.
To do that, there are three billion things that you need to review.
First, I would suggest the basic WFM settings:
shiftdefinition, team definition, call center definitions, lunch and break rules in WFM are the basics that if are not set up properly will ensure eternal pain and suffering.

So, know them. Know them by heart. WFM manual is a good start. I would go with 6.5 if I were you.
WFM 6.5 Getting Started manual will give you a basic idea of the things involved (softwarewise).
WFM 6.5 Help File will give you basic overview of the functions, and what you can do.

Unfortunately, there is no good manual on actually telling you bestWFMpractices out there as far as I know. for the last several months I was talking with several people here in this forum about coming up with something we can all use.

If you have never used WFM in your life and have only seen the demo, I would give you a one to three months learning curve before you would be able to be comfortable with it. With WFM you need handson experience.

But before that you need Genesys experience. And this is what you have. So, I wouldn't sweat. After all, there aren't THAT many Genesys engineers out there!

[Jocelyn Wilson]

Thanks for your response. I will take it to heart. Good recommendations.