When downloading content, you may encounter issues that are easily resolved. If these tips don't help, please Contact Us, and we will try to send you the file directly.
Downloading Help files
Save the Help file to your local hard drive, and uncompress (extract) it to an empty folder. To open the Help file, open the folder into which the .zip file was extracted, then do one of the following:
- If there is only one file in the folder, click that file.
- If there is more than one file in the folder, click the <name of compressed file>.htm file.
Viewing Help files
If, when you open the Help file, the contents do not display in the right window, consider the following:
- Are you trying to open the file on a remote computer? If so, copy it to your local machine. Due to a Microsoft security update, you cannot properly view a HTML-based (CHM) Help if it is located on another machine on your network.
- What is your permissions setting? Right-click the file, select Properties from the context menu, look for an Unblock button, and click it.
Workforce Management
What is Workforce Management?
Workforce Management (WFM) is designed to provide contact center managers with the tools they need to better manage their workforce. The product offers the ability to create accurate staffing plans that take into account not only projected contact volumes and average handle times, but also the various skills and skill levels of their agent population. This is achieved through advanced forecasting, scheduling, and real-time adherence capabilities.
Save. If a security warning displays for an Unknown Publisher, right-click on the file and select Properties. On the General tab at the bottom, click Unblock and then, OK.
Helpful Links
Release Notes
International Release Notes
WFM 8.1.x International Release Notes
International Help
CD Readme
Release Advisory
Wizard Advisory
Current documentation set for Workforce Management 8.1
Administrator's Guide Use this downloadable PDF to deploy WFM and enable its features.
Web for Supervisors Help Use this downloadable .ZIP file as site supervisor to use a web browser to manage workforce schedules/policies.
Web for Agents Help Use this downloadable .ZIP file as an agent and use a web browser to view/manage your schedules/shifts.
Configuration Utility Help Use this downloadable ZIP file to configure the WFM Database used by Web for Supervisors and Agents.
Helpful Links
Release Notes
International Release Notes
WFM 8.0.x International Release Notes
International Help
CD Readme
Release Advisory
Documentation set for Workforce Management 8.0
Administrator's Guide Use this downloadable PDF to deploy WFM and enable its features.
Web for Supervisors Help Use this downloadable .ZIP file as site supervisor to use a web browser to manage workforce schedules/policies.
Web for Agents Help Use this downloadable .ZIP file as an agent and use a web browser to view/manage your schedules/shifts.
Configuration Utility Help Use this downloadable ZIP file to configure the WFM Database used by Web for Supervisors and Agents.
Helpful Links
Release Notes
International Release Notes
WFM 7.6.x International Release Notes
CD Readme
Release Advisory
Documentation set for Workforce Management 7.6
Administrator's Guide Use this downloadable PDF to deploy WFM and enable its features.
Integration API Developer's Guide Use this downloadable PDF to deploy WFM server-side integration between Genesys software and third-party software.
Supervisor User's Guide Use this downloadable PDF as a Supervisor to learn how to plan, forecast, and monitor schedules and time-off requests.
Agent User's Guide Use this downloadable PDF as an agent to learn how to view and change your schedule and time off requests.
Configuration Utility User's Guide Use this downloadable PDF as an Administrator to learn how to configure agents, schedules, reports, and time-off requests.
Web for Supervisors Help Use this downloadable .ZIP file as site supervisor to use a web browser to manage workforce schedules/policies.
Web for Agents Help Use this downloadable .ZIP file as an agent and use a web browser to view/manage your schedules/shifts.
Configuration Utility Help Use this downloadable ZIP file to configure the WFM Database used by Web for Supervisors and Agents.
Helpful Links
Release Notes
International Release Notes
WFM 7.5.x International Release Notes
Release Advisory
Wizard Advisory
Documentation set for Workforce Management 7.5
Administrator's Guide Use this downloadable PDF to deploy WFM and enable its features.
Supervisor Desktop User's Guide Use this downloadable PDF as a Supervisor to learn how to plan, forecast, and monitor schedules and time-off requests.
Agent Desktop User's Guide Use this downloadable PDF as an agent to learn how to view and change your schedule and time off requests.
Configuration Utility User's Guide Use this downloadable PDF as an Administrator to learn how to configure agents, schedules, reports, and time-off requests.
Integration API Developer's Guide Use this downloadable PDF to deploy WFM server-side integration between Genesys software and third-party software.
Web for Supervisors Help Use this downloadable .ZIP file as site supervisor to use a web browser to manage workforce schedules/policies.
Web for Agents Help Use this downloadable .ZIP file as an agent and use a web browser to view/manage your schedules/shifts.
Configuration Utility Help Use this downloadable ZIP file to configure the WFM Database used by Web for Supervisors and Agents.
Helpful Links
Release Notes
International Release Notes
WFM 7.2.x International Release Notes
Release Advisory
Wizard Advisory
Documentation set for Workforce Management 7.2
Administrator's Guide Use this downloadable PDF to deploy WFM and enable its features.
Administrator's Guide (JAPANESE) Use this downloadable PDF to deploy WFM (Japanese) and enable its features.
Integration API Developer's Guide Use this downloadable PDF to deploy WFM server-side integration between Genesys software and third-party software.
Web for Supervisors Help Use this downloadable .ZIP file as site supervisor to use a web browser to manage workforce schedules/policies.
Web for Agents Help Use this downloadable .ZIP file as an agent and use a web browser to view and manage your schedules/shifts.
Configuration Utility Help Use this downloadable ZIP file to configure the WFM Database used by Web for Supervisors and Agents.