Workforce Management

Welcome to Workforce Management (WFM) 8.5.1 Web for Agents Help. Use this page to go directly to the information you need, or use the Table of Contents to take a step-by-step tour of all the features and functions in Genesys Workforce Management Web for Agents.

Important

If you are using Workforce Management 8.5.2, refer to the Workforce Management Agent Help (or, if applicable, Workforce Management Web for Agents Help (Classic)).

Getting Started

Become familiar with WFM Web for Agents

• Login Timestamp
• Menu Options
• Changing the Date
• Logging Out

Scheduling and Trading

Adjust your schedule, make schedule trades

• My Schedule Pane
• Other Schedules Pane
• Trading Road Map
• Trading Windows for Specific Tasks

Availability and Preferences

Use availability patterns, add preferences, request time off

• Availability Patterns
• Changing Your Preferences
• Requesting and Editing Time Off

Bidding and Configuration

Use schedule bidding, configure WFM Web for Agents

• Bidding Scenarios
• Bidding Assignments and Details
• Configure Your Personal Pane
• Configure Shared Transportation