Loading...
Loading...
Loading...
Workforce management provides organizations with the tools and capabilities to forecast demand and efficiently schedule employees while providing employee flexibility. AI-powered forecasting helps ensure accurate demand predictions across the organization and drives scalable, optimized schedules that align with business goals and labor requirements. In addition, employees have access to self-service tools such as time-off and shift trades, through both desktop and mobile, to allow for schedule flexibility and work-life balance. Finally, managers can monitor real-time adherence and track intraday changes, allowing the organization to adapt to fluctuating workloads and staffing needs.
Understand the foundational requirements to use Workforce Management. This section explains the permissions required to access and manage Workforce Management features, and outlines the supported configuration limits to help you plan effectively within system constraints. Review these resources before setting up business units, management units, and planning groups to ensure a smooth and efficient experience.
The Home view enables agents and supervisors to view widgets and corresponding data directly related to their roles.
Business units group management units that share common operational objectives. They are segments of businesses that are forecasted and scheduled as one unit to share resources. Users who handle the same queues and skills are typically grouped in the same business unit so their work can be forecasted and scheduled together.
Management units are groups of agents within a business unit. They can represent a department, site, or geographic location within the same business unit. They follow the same rules for start day of the week, labor constraints, shift trade rules, adherence rules, and time-off allowances.
Service goal templates are reusable templates that are defined at the business unit level. It specifies a service goal in terms of service level, average speed to answer (ASA), and abandonment rates. Use the service goal templates to create and manage service goals.
Media types refer to the various channels through which customer interactions occur. These media types are integral to the processes of forecasting, scheduling, and managing workforce resources effectively. Each media type has unique handling requirements and metrics.
Supported Media Types
Planning groups define a workload of a specific media type and one or more that can be grouped for forecasting and scheduling purposes. A planning group usually includes only one route path but low volume route paths can be grouped to optimize resources and enhance scheduling efficiency.
Staffing groups are a group of agents within a business unit who have similar skillsets. They can handle the same workload and share a pool of absence allowances and absence types.
Planners can create capacity plans to understand the contact center staffing levels (over and under staffing) and determine hiring needs.
Employees who belong to a management unit are configured here. They are added to the management unit before they can be added to a work plan or a schedule.
Activity codes represent a specific activity type that can be placed on the schedule and define how that time is handled. It also indicates to the agent what to do during the specified time. The activity codes have a fixed length and further define if the activities are counted as paid time, work time, shrinkage time, are interruptible by other activity codes, or if the agent can select that time for time-off requests.
Work plans define the shift types (listed after this) along with weekly, multi-week, and weekend scheduling rules to align with labor contracts, all in a central place and associated with a specific set of agents.
Forecasts enable administrators and supervisors to create forecast trends for efficient workforce planning in the future. There are different methods (listed after this) from which you can create forecasts.
Administrators can perform time-off relation functions such as set limits, link activity codes to the limits, manage the time-off requests received from agents.
Schedules allow administrators to:
Opportunities allow schedulers to create and offer structured work assignments to agents directly within Workforce Management. These opportunities represent time-bound assignments that agents can request and that, once approved, automatically applied to their schedules.
Historical shrinkage records both scheduled and actual shrinkage, which is the time agents were scheduled to take interactions but were unable to do so. This data helps managers refine staffing models and improve scheduling accuracy.
Administrators can use the:
Refer to our detailed documentation of APIs powering Genesys Cloud Workforce Management. Reach out to our community if you do not find answers to your queries. If your question is not answered here share it with our Community.
Get user feedback about articles.