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Workforce Management

Genesys Workforce Management provides a sophisticated set of management tools so you can better manage your contact center workforce while still delivering top service to your customers. It allows you to easily manage your agents, schedules, and forecasts, and provides real-time monitoring of contact center performance and agent-adherence.
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Revision as of 14:16, June 8, 2020 (view source)
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Revision as of 16:56, June 8, 2020 (view source)
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Revision as of 16:56, June 8, 2020

This is a draft page; the published version of this page can be found at PEC-WFM.
Click on any of the following to see the documentation for that version:
  • Current
  • Internal

GetStarted.png

How it works

How Workforce Management works

ReleaseNotes.png

Release Notes

Workforce Management Release Notes

InstallConfig.png

Administrator

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

Supervisor.png

Supervisor

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

AgentLanding.png

Agent

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

DeveloperResources.png

Developer

  • Developer Center
  • Workforce Management API Reference

AdditionalResources.png

Additional Resources

  • WFM Videos
  • Genesys Multicloud CX Community

 

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