Workforce Management 8.5 Administrator's Guide

Welcome to the Workforce Management 8.5 Administrator’s Guide. The topics in this guide introduce you to the concepts, terminology, and procedures relevant to Genesys Workforce Management.

Find the information you need by clicking the topic links below or by using the Table of Contents in the left-side navigation bar.

Orientation

Find information that provides an overview of Workforce Management.

• Overview
• Architecture
• Integration
• High Availability

Deployment

Find procedures that will help you to deploy WFM manually or by using wizards.

• Planning
• Installing Workforce Management
• Starting and Stopping WFM
• Using ETL Database

Daily Operations

Find information about setting up and performing WFM Daily Operations in your environment.

• Scheduling
• Forecasting
• Monitoring
• Calendar Management

Localization

Find procedures and other information about how to localize your WFM deployment.

• Genesy Localization (Language Packs)
• Self-Localization

Reports and Metrics

Find information about WFM reports, metrics, and use ETL Database to enable other customized reporting.

• Schedule Summary View and Report
• Contact Center Performance Report
• Agent Adherence Report

WFM Primers

Find information about how to use WFM Primers to optimize the efficiency of your contact center.

• Multi-Forecasting
• Time Off
• Overlays