Workforce Management Administrator's Guide

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This manual is for version Current of Workforce Management.

Search the table of all articles in this guide, listed in alphabetical order, to find the article you need.

Related documentation:

Article Description
Article Description
Agent Adherence Reporting Metrics and End Notes Track and analyze agent adherence data in your contact center and use these metrics to create reports.
Calendar Management Use the Calendar to plan and manage meetings, time off, and exceptions before creating agents' schedules.
Configuration objects Learn about how WFM's Configuration objects can be used to effectively plan, organize, and manage your contact center requirements.
Contact Center Performance Reporting Metrics Track and analyze performance data in your contact center and use these metrics to create reports.
Enabling Wait-lists Use WFM's automatic approval process to initiate wait-listing for efficient handling of various types of time-off requests.
Forecasting Use the Forecasting tools to predict contact-center workload and staffing requirements, based on historical data or user-defined templates.
Getting started Start planning the set up of your organization's workforce and learn how to enable user access to WFM's web interfaces.
Managing Overtime Enable supervisors to plan and track overtime hours for a single agent or multiple agents by specifying time intervals and activities.
Monitoring Performance and Adherence Monitor and analyze the workforce performance and adherence data in your environment to create reports and spot trends that might have developed over time.
Multi-Forecasting Primer Increase forecasting efficiency by enabling agents in multiple sites with multiple skills to perform multiple tasks within a single timestep.
Overlays Primer Overlays can be used to indicate abnormalities in historical data or anticipate ones in the future.
Policy objects Learn about WFM's Policy objects and how they can be used to effectively apply constraints to business practices to comply with legal and contractual requirements in various regions.
Schedule Summary View and Reporting Track and analyze schedule summary data in your contact center and use these metrics to create reports.
Schedule validation errors and warnings Find out what the error and warning messages mean that you might see when building schedules.
Scheduling Learn about all aspects of scheduling in order to plan and create optimal schedules for your workforce.
Scheduling Breaks and Meals in WFM Schedule meals and breaks in conjunction with Exceptions and understand how WFM Scheduler impacts these planned events.
Time Off Primer Learn how to use Workforce Management's (WFM) time-off features and processes to meet the needs of your workforce and contact center service level goals.
Time-Off Bidding Use time-off bidding periods to efficiently and fairly process your agents' vacation time-off requests.
User Security Use roles and privileges to fine-tune user access to specific functionality and views in WFM.
Using copy and paste for statistics Use these sample formats to get a start on setting up statistics for your e-mail, voice, chat, and iWD interactions.
WFM E-mail Notifications Set up e-mail notifications in Web for Supervisors to alert agents and supervisors about schedule changes, and status changes in trade and time-off requests.
WFM Metrics Find everything you need to know about Workforce Management (WFM) metrics.
WFM Primers Learn more about Workforce Management by using these primers.
WFM Task Sequences Use task sequences to specify the activities or tasks an agent will work on for defined periods of time.

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