How Workforce Management works
Workforce Management (WFM) provides the tools that enable contact center managers to better manage their workforce, by creating accurate staffing plans that account for projected contact volumes and average handle times, and the various agent skills and skill levels.
Managers achieve these goals, by using WFM's advanced forecasting, scheduling, and real-time adherence capabilities.
- 1 What Workforce Management does
- 2 How Workforce Management works
- 2.1 Set up the environment
- 2.2 Plan and secure WFM objects
- 2.3 Create workforce reporting metrics
- 2.4 Manage organization, policies, and user access
- 2.5 Create and adjust forecasts
- 2.6 Create and manage schedules
- 2.7 Manage scheduling change requests
- 2.8 Monitor performance and adherence
- 2.9 Manage personal schedules and time-off
What Workforce Management does[edit source]
Workforce Management is designed for the true multi-media, multi-site environment, providing optimal schedules for multi-skilled agents who handle customer interactions of different media types. Agent preferences, skills, proficiency, customer segmentation, historical trends, email response times, and outbound call lengths are all considered within the forecast, schedule, and adherence components.
How Workforce Management works[edit source]
WFM is designed to integrate with the Genesys Management Framework components and Genesys Universal Routing. WFM's key functionality is presented through a web interface, which includes Supervisor and Agent applications.
Supervisors can create forecasts and proposed future schedules. They can also integrate agent's schedule and overtime bids into real schedules, and perform real-time contact-center performance and agent-adherence monitoring.
Agents can request time off, specify working hours, and trade schedules with other agents without sacrificing optimal staffing levels.