Genesys CTI User Forum

Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: cavagnaro on June 12, 2015, 01:27:39 PM

Title: WFM for non-genesys platform
Post by: cavagnaro on June 12, 2015, 01:27:39 PM

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...

Title: Re: WFM for non-genesys platform
Post by: Adam G on June 12, 2015, 03:40:11 PM

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...

Title: Re: WFM for non-genesys platform
Post by: cavagnaro on June 12, 2015, 03:41:50 PM

Agents...yeah...damn
So if they change other agents skills it will have to do manually

Title: Re: WFM for non-genesys platform
Post by: Adam G on June 12, 2015, 03:51:23 PM

Perhaps - I will look into it, again.

Don't forget: External Agents @ WfM = $$$

Title: Re: WFM for non-genesys platform
Post by: Adam G on June 12, 2015, 04:06:39 PM

cav - I am stuck on "[i]you are only allowed 1 PM per hour[/i]"... I will email you...

Title: Re: WFM for non-genesys platform
Post by: cavagnaro on June 12, 2015, 04:08:09 PM

Will see if can change that rule for admins like us