Genesys real-time WFM & intraday feeds
Workforce management and intraday planning depend on actual operational metrics — in the intervals and definitions planners forecast on. Streamvane delivers Genesys actuals to WFM and intraday systems in real time, with the KPI semantics agreed up front.
The challenge
Where the forecast-vs-actual loop breaks
Planners compare forecast to actuals across queues, skills and routing structures. When actuals arrive late, in the wrong interval, or with definitions that don't match WFM, intraday decisions fail — understaffing, SLA misses and expensive manual reconciliation.
Genesys Cloud holds the truth about what is happening on the floor. WFM holds the truth about what should happen. The feed between them is where programs quietly break.
The approach
How Streamvane delivers the feed
One KPI engine, aligned to WFM definitions, that can later power Power BI or APIs without re-ingesting Genesys.
- 1
Discovery
Align KPI definitions with WFM — interval, dimensions and acceptance thresholds — before a line of code.
- 2
Reactive Engine
Map Genesys topics to operational activities, computing each metric once, versioned and reusable.
- 3
Store
Persist computed KPIs in a client-owned Metrics Store for reconciliation against Genesys baselines.
- 4
Deliver
Scheduled HTTP feeds — or REST where appropriate — land actuals in the WFM tool, in the shape it imports.
Specific latency and SLA commitments are agreed per contract — never published as generic guarantees.
KPI scope
The KPIs intraday planning actually runs on
Streamvane delivers the workforce-engagement families planners ask for, in the interval and shape agreed during discovery.
| KPI family | Why intraday planning needs it |
|---|---|
| Interval actuals (offered, handled, AHT) | Forecast-vs-actual at the grain WFM forecasts on |
| Schedule adherence & conformance | Catch real-time drift from plan while it can still be fixed |
| Occupancy & utilization | Protect service level without burning out the floor |
| Shrinkage components | Explain why a day missed, not just that it missed |
| Service level & ASA by queue/skill | Re-forecast and re-allocate mid-day with confidence |
Actuals by construction
Numbers that match without a spreadsheet
The recurring failure isn't 'no data' — it's data that arrives in the wrong interval, with a definition that doesn't match how the planner forecasts. Because each metric is computed once from an agreed definition and stored in your own region, Genesys and WFM actuals match by construction, not by reconciliation.
- One definition behind every feed
- Stored, auditable interval history
- Stable when routing changes, with a change process
Outcomes
Outcomes planners can measure
Keep exploring
WFM feed discovery workshop
Bring your WFM tool and the KPI families you reconcile daily; we'll map them to a feed and a pilot.
Streamvane by Tessovia · Azure · AWS · GCP · Your data, your keys