Genesys Cloud
Improved flexibility in workforce planning with a new capacity planning feature

In a future release, Genesys Cloud will enable planners to create and maintain long-term capacity plans for up to two years. Using an existing Automatic Best Method Forecast, planners can generate staffing requirements and model strategies to meet those needs through hiring, managing attrition and shrinkage, and optimizing shared resource allocation. Now, planners can modify plans on the fly, giving them the flexibility to reflect changing business conditions, and see real-time impacts on staffing forecasts with weekly over, or understaffing metrics. Also, this release introduces the ability to associate planning groups with specific staffing groups. By allowing one or more planning groups to be linked to one or more staffing groups, planners can better mirror their actual operational setup, supporting more accurate and realistic workforce planning.