Deprecation: WFM short-term forecast Average Talk Time and After Call Work metrics


Announced on Removal date
February 19, 2020 May 6, 2020 (for all regions)

As of May 6, 2020, Genesys removed the Average Talk Time (ATT) and After Call Work (ACW) metrics from the short-term forecasting feature for all regions. 

FAQs

What does this mean?

Between the announcement date and removal date, you can still view and modify ATT and ACW in short-term forecasting. After the removal date, these metrics will no longer be available. However, any modifications to ATT and ACW in short-term forecasting created before the removal date are included and visible in the overall AHT forecast. ATT and ACW modifications are marked as “Legacy” in the Modifications tab within short-term forecasting. You can continue to modify AHT directly on the AHT metric in the future in the same way that you do today. 

Am I affected?

This feature simplification affects anyone who uses the short-term forecasting feature in WFM. However since the overall AHT metric is used as the final forecast output, the change only impacts how users view and modify AHT in their forecasts. You can still forecast and modify the overall AHT. This deprecation does not impact the overall short-term forecasting results; it only affects changes to which components of AHT are visible and can be modified independently. 

What do I need to do before the removal date?

It is not necessary to do anything prior to this feature simplification, however Genesys recommends that users begin to make AHT modifications on the overall AHT going forward, rather than using ATT and ACW modifications. 

Who should I contact if I need help or have additional questions?

Reach out to your local Genesys representative or contact My Support.