8.1=Workforce Management=
What is Workforce Management?
Workforce Management 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.
Helpful Links
Release Notes
Workforce Management 8.1 Release Notes
International Release Notes
Workforce Management 8.1 International Release Notes
International Help
Workforce Management 8.1 International Help
CD Readme
Workforce Management CD ReadMe 8.1.x
Release Advisory
Workforce Management Release Advisory 8.1.x
Wizard Advisory
Current documentation set for Workforce Management 8.1
Administrator's Guide PDF Use this downloadable PDF to deploy WFM and enable its features.
Supervisors Help Use this downloadable .ZIP file as site supervisor to use a web browser to manage workforce schedules/policies.
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
Workforce Management 8.0 Release Notes
International Release Notes
Workforce Management 8.0 International Release Notes
International Help
Workforce Management 8.0 International Help
CD Readme
Workforce Management CD ReadMe 8.0.x
Release Advisory
Documentation set for Workforce Management 8.0
Administrator's Guide PDF Use this downloadable PDF to deploy WFM and enable its features.
Supervisors Help Use this downloadable .ZIP file as site supervisor to use a web browser to manage workforce schedules/policies.
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
Workforce Management 7.6 Release Notes
International Release Notes
Workforce Management 7.6 International Release Notes
CD Readme
Workforce Management CD ReadMe 7.6.x
Release Advisory
Documentation set for Workforce Management 7.6
Administrator's Guide PDF Use this downloadable PDF to deploy WFM and enable its features.
Integration API Developer's Guide PDF Use this downloadable PDF to deploy WFM server-side integration between Genesys software and third-party software.
Supervisor User's Guide PDF Use this downloadable PDF as a Supervisor to learn how to plan, forecast, and monitor schedules and time-off requests.
Agent User's Guide PDF 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 PDF Use this downloadable PDF as an Administrator to learn how to configure agents, schedules, reports, and time-off requests.
Supervisors Help Use this downloadable .ZIP file as site supervisor to use a web browser to manage workforce schedules/policies.
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
Workforce Management 7.5 Release Notes
International Release Notes
Workforce Management 7.5 International Release Notes
Release Advisory
Workforce Management Release Advisory 7.5.x
Wizard Advisory
Documentation set for Workforce Management 7.5
Administrator's Guide PDF Use this downloadable PDF to deploy WFM and enable its features.
Supervisor Desktop User's Guide PDF 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 PDF 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 PDF Use this downloadable PDF as an Administrator to learn how to configure agents, schedules, reports, and time-off requests.
Integration API Developer's Guide PDF Use this downloadable PDF to deploy WFM server-side integration between Genesys software and third-party software.
Supervisors Help Use this downloadable .ZIP file as site supervisor to use a web browser to manage workforce schedules/policies.
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
Workforce Management 7.2 Release Notes
International Release Notes
Workforce Management 7.2 International Release Notes
Release Advisory
Workforce Management Release Advisory 7.2.x
Wizard Advisory
Documentation set for Workforce Management 7.2
Administrator's Guide PDF Use this downloadable PDF to deploy WFM and enable its features.
Administrator's Guide (JAPANESE) PDF Use this downloadable PDF to deploy WFM (Japanese) and enable its features.
Integration API Developer's Guide PDF Use this downloadable PDF to deploy WFM server-side integration between Genesys software and third-party software.
Supervisors Help Use this downloadable .ZIP file as site supervisor to use a web browser to manage workforce schedules/policies.
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.
Integration API Reference Use this downloadable ZIP file to deploy WFM server-side integration between Genesys software and third-party software.