How it works

How Workforce Management works

Release Notes

Workforce Management Release Notes

Administrator

• Scheduling
• Forecasting
• User Security
• Calendar Management
• Managing Overtime
• Monitoring Performance and Adherence
• WFM Metrics

Supervisor

• Policies
• Organization
• User security
• Calendar
• Forecasting
• Scheduling
• Trading
• Monitoring performance
• Monitoring adherence
• Reporting

Agent

• Schedules
• Schedule preferences
• Time off
• Schedule bidding
• Overtime bidding
• Trading
• Personal profile
• Shared transport
• Exceptions

Developer

• Developer Center
• Workforce Management API Reference

Additional Resources

• WFM Videos
• Genesys Multicloud CX Community