Workforce Management

Important

This content may not be the latest Genesys Engage cloud content. To find the latest content, go to Genesys Engage cloud for Administrators.

Genesys Workforce Management (WFM) provides a sophisticated set of management tools so you can better manage your contact center workforce while still delivering top service to your customers. It allows you to easily manage your agents, schedules, and forecasts, and provides real-time monitoring of contact center performance and agent-adherence.

Your agents can request time off or specify working hours, bid on proposed schedules, and even trade their schedules with other agents. All while maintaining optimal staffing levels.

WFM makes it easy for you to manage agents of all skill levels, in contact centers that are using single media formats (like voice calls) or a variety of media formats (such as voice calls and emails).

Current documentation set for Workforce Management

Workforce Management Help—Overview and instruction on how to use Workforce Management 8.5.1.

Workforce Management ETL Database Reference—This document describes WFM's Extract, Transform, and Load (ETL) database schema 8.5.1.

Important

If you are using Workforce Management 8.5.2, refer to the Workforce Management Web for Supervisors Help and the Workforce Management ETL Database Reference.

Workforce Management Product Alerts

• Google Chrome version 45 ends support for Java Plug-ins—WFM Web will no longer work with Chrome v45 and later, due to Chrome's end of support for Java Plug-ins. If you are running WFM Web on Chrome v45 or later, Genesys recommends you use either Internet Explorer or Firefox.
• Limitation for WFM Web in Google Chrome Stable Channel update version 42—By default, this browser version blocks the Java plug-in with no pop-up or other indication.

  Workforce Management supports Chrome, which means, in WFM Web, attempts to invoke Java applet subsystems prompts a message (after a long delay) that Java is not detected.
  
  

  Resolution:

  Starting with Chrome version 42, an additional configuration step is required to continue using NPAPI plug-ins.
  
  

  To enable NPAPI in Chrome Version 42 and later

  1. In your URL bar, enter: chrome://flags/#enable-npapi.
  2. Click the Enable link for the Enable NPAPI configuration option.
  3. Click the Relaunch button that appears at the bottom of the Configuration page.
     
     

  Official source from Oracle: www.java.com