PEC-WFM/HIW - Revision history

Mary.hachey@genesys.com: Published

2020-11-19T12:26:13Z

Published

WikiSysop: Text replacement - "\|Platform=([^\|])GenesysEngage-onpremises([\|])" to "|Platform=$1GenesysEngage-cloud$2"

2020-07-25T02:39:11Z

Text replacement - "\|Platform=([^\|]*)GenesysEngage-onpremises([\|]*)" to "|Platform=$1GenesysEngage-cloud$2"

WikiSysop: Text replacement - "\|Platforms?=([^\|])PureEngage([\|])" to "|Platform=$1GenesysEngage-onpremises$2"

2020-07-15T11:49:12Z

Text replacement - "\|Platforms?=([^\|]*)PureEngage([\|]*)" to "|Platform=$1GenesysEngage-onpremises$2"

Bgrenon: Published

2020-06-08T16:40:09Z

Published

New page

{{HIW
|product=
|Standalone=
|DisplayName=How Workforce Management works
|Application=Designer, Platform Administration
|Role=Administrator, Agent, Supervisor
|TocName=How Workforce Management works
|UseCase=EE01, EE02, EE03, EE10-A, EE28
|Platform=PureEngage
|ComingSoon=No
|Context=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.
|featurename=Workforce Management
|ShortDescription=Workforce Management (WFM) provides the tools that enable contact center managers to manage their workforce and achieve their service level goals, by using WFM's advanced forecasting, scheduling, and real-time adherence capabilities.
|overviewtext=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.
|featureoverview=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.
|FeatureSection={{FeatureSection
|featureheading=Set up the environment
|relatedapps=Workforce Administration
|users=Administrators
|anchor=
|description=Prepare your environment by integrating WFM with Genesys Admnistrator, enabling you to leverage real-time statistics, contact-center performance, and agent adherence data across all communication channels.

Integrating WFM with Genesys Universal Routing (URS) enables call-routing based on WFM schedules, thereby attaining a balanced multi-skill workload for agents and improved schedule adherence.
|relatedarticles=*[https://docs.genesys.com/Documentation/WM/8.5.2/Admin/Integration#IntWthGsys Integration with Other Genesys Solutions]
*[https://docs.genesys.com/Documentation/WM/8.5.2/Admin/UserSec#GenCfgMgrObj Importing Objects from Genesys Administrator (to WFM)]
*[https://docs.genesys.com/Documentation/WM/8.5.2/Admin/Integration#EntRtgIntg Enterprise Routing Integration]
*[https://docs.genesys.com/Documentation/Composer/8.1.4/Help/IntroductiontoRoutingWorkflows Introduction to Routing Workflows]
}}{{FeatureSection
|featureheading=Plan and secure WFM objects
|relatedapps=Workforce Administration
|users=Administrators
|anchor=
|description=Plan and secure organization and policy objects, user roles, and access privileges.
|relatedarticles=*{{Link-AnywhereElse|product=PEC-WFM|version=Current|manual=Administrator|topic=AboutPol|display text=Policy objects}}
*{{Link-AnywhereElse|product=PEC-WFM|version=Current|manual=Administrator|topic=AboutCfg|display text=Configuration objects}}
*{{Link-AnywhereElse|product=PEC-WFM|version=Current|manual=Administrator|topic=UserSec|display text=User security}}
}}{{FeatureSection
|featureheading=Create workforce reporting metrics
|relatedapps=Workforce Management
|users=Administrators
|anchor=
|description=Set up performance and adherence metrics for your track your workforce service level goals.
|relatedarticles=*{{Link-AnywhereElse|product=PEC-WFM|version=Current|manual=Administrator|topic=CCPerf|display text=Performance reporting metric}}
*{{Link-AnywhereElse|product=PEC-WFM|version=Current|manual=Administrator|topic=AdhrEndNts|display text=Adherence reporting metrics}}
}}{{FeatureSection
|featureheading=Manage organization, policies, and user access
|relatedapps=Workforce Management
|users=Supervisors
|anchor=
|description=Manage organizational units, policies, and user roles and access privileges.
|relatedarticles=*{{Link-AnywhereElse|product=PEC-WFM|version=Current|manual=Supervisor|topic=PolcsMdl|display text=Policies}}
*{{Link-AnywhereElse|product=PEC-WFM|version=Current|manual=Supervisor|topic=CfgtnMdl|display text=Configuration}}
*{{Link-AnywhereElse|product=PEC-WFM|version=Current|manual=Supervisor|topic=UsrRolPrvlgs|display text=User roles and access privileges}}
}}{{FeatureSection
|featureheading=Create and adjust forecasts
|relatedapps=Workforce Management
|users=Supervisors
|anchor=
|description=Use WFM's forecasting tools and wizards to create forecast scenarios, evaluating volume and staffing estimates, making adjustments, and choosing optimal scenarios to publish to the Master Forecast.
|relatedarticles=*{{Link-AnywhereElse|product=PEC-WFM|version=Current|manual=Supervisor|topic=ForecastMdl|display text=Forecasts}}
*{{Link-AnywhereElse|product=PEC-WFM|version=Current|manual=Supervisor|topic=FrcstScn|display text=Forecast Scenarios}}
*{{Link-AnywhereElse|product=PEC-WFM|version=Current|manual=Supervisor|topic=MstrFrcstVws|display text=Master Forecast}}
}}{{FeatureSection
|featureheading=Create and manage schedules
|relatedapps=Workforce Management
|users=Supervisors
|anchor=
|description=Use WFM's scheduling tools and wizards to create schedule scenarios, compare staffing coverage to the forecasted staffing, making adjustments, and choosing optimal scenarios to publish to the Master Schedule.
|relatedarticles=*{{Link-AnywhereElse|product=PEC-WFM|version=Current|manual=Supervisor|topic=ScheduleMdl|display text=Schedules}}
*{{Link-AnywhereElse|product=PEC-WFM|version=Current|manual=Supervisor|topic=SchdlScns|display text=Schedule Scenarios}}
*{{Link-AnywhereElse|product=PEC-WFM|version=Current|manual=Supervisor|topic=MstrSchdVws|display text=Master Schedule}}
*{{Link-AnywhereElse|product=PEC-WFM|version=Current|manual=Supervisor|topic=PblshgExtrSchd|display text=Publishing schedules}}
}}{{FeatureSection
|featureheading=Manage scheduling change requests
|relatedapps=Workforce Management
|users=Supervisors
|anchor=
|description=Use WFM's Schedules module to manage day-to-day scheduling tasks,such as overtime and schedule bidding, time-off requests, and schedule trades.
|relatedarticles=*{{Link-AnywhereElse|product=PEC-WFM|version=Current|manual=Supervisor|topic=AETmOff|display text=Tme-off requests}}
*{{Link-AnywhereElse|product=PEC-WFM|version=Current|manual=Supervisor|topic=TOBdgPrds|display text=Time-off bidding}}
*{{Link-AnywhereElse|product=PEC-WFM|version=Current|manual=Supervisor|topic=SchedBdg|display text=Schedule bidding}}
*{{Link-AnywhereElse|product=PEC-WFM|version=Current|manual=Supervisor|topic=OvrtmBdg|display text=Overtime bidding}}
*{{Link-AnywhereElse|product=PEC-WFM|version=Current|manual=Supervisor|topic=TradingMdl|display text=Schedule trading}}
}}{{FeatureSection
|featureheading=Monitor performance and adherence
|relatedapps=Workforce Management
|users=Supervisors
|anchor=
|description=Use WFM's real-time contact-center performance and agent-adherence monitoring tools to immediately adjust the number of agents working on a specific activity if service-level statistics fall outside of the acceptable range.
|relatedarticles=*{{Link-AnywhereElse|product=PEC-WFM|version=Current|manual=Supervisor|topic=PrfmMntrVw|display text=Performance monitoring}}
*{{Link-AnywhereElse|product=PEC-WFM|version=Current|manual=Supervisor|topic=AdherenceMdl|display text=Adherence monitoring}}
}}{{FeatureSection
|featureheading=Manage personal schedules and time-off
|relatedapps=Workforce Management
|users=Agents
|anchor=
|description=Use the WFM Web for Agents application interface to perform the following tasks:

*View your schedule and indicate your schedule preferences
*Bid on schedules and overtime offers
*Request time off and view your time-off totals
*View other agents' schedules (if enabled at your site).
*Trade your scheduled days with other agents (if enabled at your site).
*View and change your personal settings.
|relatedarticles=*{{Link-AnywhereElse|product=PEC-WFM|version=Current|manual=Agent|topic=SchO}}
*{{Link-AnywhereElse|product=PEC-WFM|version=Current|manual=Agent|topic=TrdgO}}
*{{Link-AnywhereElse|product=PEC-WFM|version=Current|manual=Agent|topic=TOO}}
*{{Link-AnywhereElse|product=PEC-WFM|version=Current|manual=Agent|topic=SBO}}
*{{Link-AnywhereElse|product=PEC-WFM|version=Current|manual=Agent|topic=CfgO|display text=Personal information}}
}}
|HIWSection={{HIWSection
|HIWSectionHeading=
|HIWSectionAlignment=Horizontal
|HIWSectionImage=
|HIWSectionGif=No
|HIWSectionVideo=
|HIWSectionAnchor=
|HIWSectionText=
|appfullwidth=No
|HIWSectionTextwide=
}}
}}

@@ Line 1: / Line 1: @@
 {{HIW
 |DisplayName=How Workforce Management works
 |TocName=How Workforce Management works
 |Context=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.
 |featurename=Workforce Management
 |ShortDescription=Workforce Management (WFM) provides the tools that enable contact center managers to manage their workforce and achieve their service level goals, by using WFM's advanced forecasting, scheduling, and real-time adherence capabilities.
@@ Line 24: / Line 22: @@
 |relatedapps=Workforce Administration
 |users=Administrators
 |description=Prepare your environment by integrating WFM with Genesys Admnistrator, enabling you to leverage real-time statistics, contact-center performance, and agent adherence data across all communication channels.
@@ Line 36: / Line 33: @@
 |relatedapps=Workforce Administration
 |users=Administrators
 |description=Plan and secure organization and policy objects, user roles, and access privileges.
 |relatedarticles=*{{Link-AnywhereElse|product=PEC-WFM|version=Current|manual=Administrator|topic=AboutPol|display text=Policy objects}}
@@ Line 45: / Line 41: @@
 |relatedapps=Workforce Management
 |users=Administrators
 |description=Set up performance and adherence metrics for your track your workforce service level goals.
 |relatedarticles=*{{Link-AnywhereElse|product=PEC-WFM|version=Current|manual=Administrator|topic=CCPerf|display text=Performance reporting metric}}
@@ Line 53: / Line 48: @@
 |relatedapps=Workforce Management
 |users=Supervisors
 |description=Manage organizational units, policies, and user roles and access privileges.
 |relatedarticles=*{{Link-AnywhereElse|product=PEC-WFM|version=Current|manual=Supervisor|topic=PolcsMdl|display text=Policies}}
 *{{Link-AnywhereElse|product=PEC-WFM|version=Current|manual=Supervisor|topic=CfgtnMdl|display text=Configuration}}
-*{{Link-AnywhereElse|product=PEC-WFM|version=Current|manual=Supervisor|topic=UsrRolPrvlgs|display text=User roles and access privileges}}
+*{{Link-AnywhereElse|product=PEC-WFM|version=Current|manual=Supervisor|topic=RolPrvlgsOvrw|display text=User roles and access privileges}}
 }}{{FeatureSection
 |featureheading=Create and adjust forecasts
 |relatedapps=Workforce Management
 |users=Supervisors
 |description=Use WFM's forecasting tools and wizards to create forecast scenarios, evaluating volume and staffing estimates, making adjustments, and choosing optimal scenarios to publish to the Master Forecast.
 |relatedarticles=*{{Link-AnywhereElse|product=PEC-WFM|version=Current|manual=Supervisor|topic=ForecastMdl|display text=Forecasts}}
@@ Line 71: / Line 64: @@
 |relatedapps=Workforce Management
 |users=Supervisors
 |description=Use WFM's scheduling tools and wizards to create schedule scenarios, compare staffing coverage to the forecasted staffing, making adjustments, and choosing optimal scenarios to publish to the Master Schedule.
 |relatedarticles=*{{Link-AnywhereElse|product=PEC-WFM|version=Current|manual=Supervisor|topic=ScheduleMdl|display text=Schedules}}
@@ Line 81: / Line 73: @@
 |relatedapps=Workforce Management
 |users=Supervisors
 |description=Use WFM's Schedules module to manage day-to-day scheduling tasks,such as overtime and schedule bidding, time-off requests, and schedule trades.
-|relatedarticles=*{{Link-AnywhereElse|product=PEC-WFM|version=Current|manual=Supervisor|topic=AETmOff|display text=Tme-off requests}}
+|relatedarticles=*{{Link-AnywhereElse|product=PEC-WFM|version=Current|manual=Supervisor|topic=AddCalItmsWz|anchor=AETmOff|display text=Tme-off requests}}
 *{{Link-AnywhereElse|product=PEC-WFM|version=Current|manual=Supervisor|topic=TOBdgPrds|display text=Time-off bidding}}
 *{{Link-AnywhereElse|product=PEC-WFM|version=Current|manual=Supervisor|topic=SchedBdg|display text=Schedule bidding}}
@@ Line 92: / Line 83: @@
 |relatedapps=Workforce Management
 |users=Supervisors
 |description=Use WFM's real-time contact-center performance and agent-adherence monitoring tools to immediately adjust the number of agents working on a specific activity if service-level statistics fall outside of the acceptable range.
 |relatedarticles=*{{Link-AnywhereElse|product=PEC-WFM|version=Current|manual=Supervisor|topic=PrfmMntrVw|display text=Performance monitoring}}
@@ Line 100: / Line 90: @@
 |relatedapps=Workforce Management
 |users=Agents
 |description=Use the WFM Web for Agents application interface to perform the following tasks:
@@ Line 116: / Line 105: @@
 }}
 |HIWSection={{HIWSection
 |HIWSectionAlignment=Horizontal
 |HIWSectionGif=No
 |appfullwidth=No
 }}
 }}

@@ Line 7: / Line 7: @@
 |TocName=How Workforce Management works
 |UseCase=EE01, EE02, EE03, EE10-A, EE28
-|Platform=GenesysEngage-onpremises
+|Platform=GenesysEngage-cloud
 |ComingSoon=No
 |Context=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.

PEC-WFM/HIW - Revision history

Mary.hachey@genesys.com: Published

WikiSysop: Text replacement - "\|Platform=([^\|]*)GenesysEngage-onpremises([\|]*)" to "|Platform=$1GenesysEngage-cloud$2"

WikiSysop: Text replacement - "\|Platforms?=([^\|]*)PureEngage([\|]*)" to "|Platform=$1GenesysEngage-onpremises$2"

Bgrenon: Published

WikiSysop: Text replacement - "\|Platform=([^\|])GenesysEngage-onpremises([\|])" to "|Platform=$1GenesysEngage-cloud$2"

WikiSysop: Text replacement - "\|Platforms?=([^\|])PureEngage([\|])" to "|Platform=$1GenesysEngage-onpremises$2"