Workforce Management for Cloud

Important

This content may not be the latest Genesys Engage cloud content. To find the latest content, go to Workforce Management in Genesys Engage cloud.

Welcome to Workforce Management (WFM) Web 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 WFM Web.

Important

Some settings might not apply to your contact center. If you are using Workforce Management 8.5.2, refer to the Workforce Management 8.5 Web for Supervisors Help.

Getting Started

Become familiar with WFM Web.

• Date selection
• Finding agents in tables
• Logging out

Scheduling and Trading

Adjust your schedule and make schedule trades.

• Schedules overview
• Modify agent's schedules
• Schedule builder wizard
• Trading overview

Monitoring and Adherence

Monitor performance and agent-adherence.

• Performance overview
• Performance monitor view
• Adherence overview
• Adherence details options