Hi folks,
Presently in my contact center I route the calls through Nortel Symposium Call Center Server 4' scripts, and I have TServer 6.1 connected to it. All the Contact Center objects (DNs and agents) are set in Configuration Manager.
I've been looking up in Genesys documentation and Tech Support site, details about the WFM Data Import utility, and I found in the WFM help file some information regarding the historical statistics I can import into Data Aggregator.
QUESTIONS:
1 Are the fields "date", "time interval" and "call volume" the only fields to be set on the import file?
2 How can I associate the imported volumes to the different services I offer in my Contact Center (Customer service, Sales, Collections, Directory Assistance, etc)? Can I import (at once) one file with all volumes, having a column describing the service? Or I have to import one file for each service I have, for instance, to import one file with the Sales volume, another file containing the Customer Service volume, and so on?
These services have different traffic, and I want to run forecasts for each service separetely, and not based on the whole Contact Center traffic.
3 Is it possible to import historical data for different group of agents (skillsets)?
4 Can I automate the importing process or it must be done manually?
Genesys products and operating environment:
Product Version Operating System & Release
======= ======= ==========================
TServer 6.1.0 HPUX B.11.11 U 9000/800
Workforce Manager (WFM) 6.1.0 NT Server 4
Telephony Environment:
Nortel Meridian 1 Option 81C, Release 25
Nortel Symposium Call Center Server 4.0
Thanks,
Paulo