Genesys CTI User Forum

Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: julkrom on February 23, 2010, 11:30:15 PM

Title: WFM step by step or for newbies
Post by: julkrom on February 23, 2010, 11:30:15 PM

Hi all

I'm a real newbie with this Genesys tool, we have the 7.6.000.18, and I'm in troubles because the business ask me for a basic course of this tool, can you recommend me some good manuals, docs, examples and other things that could help, je je je, thx.

Regards!!!

Title: Re: WFM step by step or for newbies
Post by: Timur Karimov on February 24, 2010, 11:17:30 AM

There is no good manuals by WFM. Coz - WFM in general - ont the technical staff. The primary and main isuues from WFM - is a business case. So, i can recomend spend a lot of money for official course or find the proper external consultant.

WBR

Title: Re: WFM step by step or for newbies
Post by: René on February 24, 2010, 01:14:49 PM

Julkrom,

My opinion is the same as of Timur - I would highly recommend you to hire experience WFM consultant or Genesys PS. WFM is complex and powerfull product and requires a lot experience to configure it properly (from business perspective)

R.

Title: Re: WFM step by step or for newbies
Post by: julkrom on March 24, 2010, 06:02:59 PM

Yes, I really understand that and I'm agree, but the business, from know, is not going to expend a cent, so the finally of this is to know how many Agents need for specific hours of the day per each cell of the call center, by a easy and no so complex Forecasting; I was read the WFM help and some files from the genesyslabs, I created some Forecast as a test, but i'm  in a new trouble:

http://www.sggu.com/smf/index.php/topic,5432.msg23641.html#msg23641

If you can help me with this issue, I'll appreciate it too much, thanks a lot.

Regards ! ! !