WFM Metrics

Important

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Find everything you need to know about Workforce Management (WFM) metrics, by clicking on these topic links:

Important

Enabling the use of WFM statistics and metrics in your environment might require assistance from Genesys Professional Services. For more information, contact Genesys Customer Care.

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

Tip

A period in these metrics refers to the specific granularity of the report being run. For Intra-day granularity a period is 15 minutes; for Daily granularity a period is 1 day; and so on.