AI-generated summary
Genesys Cloud provides comprehensive workforce management configuration capabilities through its Resource Center, enabling business units to organize agents into management units with customizable operational parameters across four primary configuration areas: General, Forecasting, Scheduling, and Alternative Shifts.
General configuration establishes foundational business unit parameters including the start day of the week, time zone (with automatic Daylight Saving Time adjustment for DST-aware zones), and division assignment. These settings are immutable after creation; modifications require establishing a new business unit. Access to business unit administration requires specific permissions including Workforce Management > Business Unit – Add and all permissions under Workforce Management > Minimum Staffing Settings, along with additional edit and view permissions for minimum staffing configuration.
Forecasting configuration determines the number of historical weeks used as source data for forecasting calculations, with the system automatically adjusting the lookback period based on the forecast target date relative to the current date.
Scheduling configuration encompasses multiple feature toggles and settings that control staffing consistency and service delivery. Activity Smoothing offers three options: reducing concurrent activities across the entire business unit (recommended default), reducing concurrent activities within individual management units, or scheduling activities to maintain consistent service goal predictions. When Minimum Coverage is enabled, Activity Smoothing should be selected to provide consistent service goal prediction across the schedule. Minimum Coverage functionality allows administrators to define minimum staffing requirements through dedicated configuration options, prioritizing these requirements before other scheduling goals; however, minimum staffing may be unachievable due to work plan constraints or agent availability.
The Service Goal Impact section enables configuration of acceptable upper and lower percentage differences for Service Level, Average Speed of Answer, and Abandonment Rate metrics used by automated and self-scheduling features. Scheduling Granularity supports configurable time increments, defaulting to five minutes but adjustable to one minute, with one-minute granularity applying only to shift start/end times and minimum/maximum paid hours when using flexible shifts.
Schedule Variability introduces randomization to prevent agents from receiving identical shift combinations across schedule runs. Target Consistent Net Staffing generates shifts optimized for consistent service goal prediction throughout the schedule. Time-Off Synchronization options include synchronizing payable hours between schedules and time-off requests, and enabling automatic start and end time estimation for full-day time-off requests based on agent schedules or work plans to prevent conflicts and improve time-off limit accuracy.
Validation Message Severities can be configured across four priority levels—Error, Warning, Information, and Ignore—allowing administrators to customize reporting severity for schedule generation warnings according to business unit needs.
Alternative Shifts functionality can be enabled or disabled with configurable minimum notice periods for shift trading, while selected activity categories remain constant across generated alternative shifts. The Notifications tab provides controls for scheduled activity notifications, including out-of-adherence notifications and early reminders (customizable between 1-15 minutes before scheduled activities) for each activity category. All configuration changes require explicit saving to take effect.