Genesys CTI User Forum

Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: pdavid on December 06, 2007, 06:18:09 PM

Title: WFM Historical Data for Cross Sites Moves
Post by: pdavid on December 06, 2007, 06:18:09 PM

Ok here's my issue. We have WFM 7.1, and have 5 locations, some of these locations are about 20 miles apart so because of assignment an agent may be relo'd work from a different site. When doing this I notice that the agent loses historical adherence data and basically starts from a clean slate on their new location.

Does anyone know a workaround this?

Title: Re: WFM Historical Data for Cross Sites Moves
Post by: Tefleon on December 07, 2007, 11:16:29 AM

WFM 7.1 stores most of its data at site level so when you move an agent cross site nothing follows with them. 

If your not using any site based reports within WFM, one way to get around this would be to look at creating one site for all of the locations which would mean these moves would be team moves rather than site moves and therefore the data would remain available.

Hope this helps

Title: Re: WFM Historical Data for Cross Sites Moves
Post by: pdavid on December 07, 2007, 08:22:41 PM

Thanks for the response, I've began to create an independant site, however it asks for Timezone, meaning that I wouldn't be able to mix, if I wanted to locations from different timezones, correct?

Also on the 'switch used for statistics' it only has specific site switch, not a 'rollup' option.

Is there a way I can have all locations on this independant site and still be able to have true adherence reporting?