Workforce Management
Genesys Workforce Management (WFM) provides a sophisticated set of management tools so you can better manage your contact center workforce while still delivering top service to your customers. It allows you to easily manage your agents, schedules, and forecasts, and provides real-time monitoring of contact center performance and agent-adherence.
Your agents will have the ability to request time off or specific working hours, bid on proposed schedules, and even trade their schedules with other agents. All while maintaining optimal staffing levels.
WFM makes it easy for you to manage agents of all skill levels, in contact centers that are using single media formats (like voice calls) or a variety of media formats (such as voice calls and emails).
Current documentation set for Workforce Management
Overview and how to use Workforce Management.