With workforce management, you can configure business units, management units, service goal templates, planning groups, staffing groups, activity codes, and work plans. You can set up and build forecasts. You can build blank or load-based schedules, manage real-time and historical adherence, view and manage intraday monitoring, and manage agent schedules and time-off requests.

Understand workforce management

With workforce management, you can configure business units, management units, service goal templates, planning groups, set up activity codes, and manually create schedules. Additional licensing offers you access to a more robust feature set, including forecasting, load-based schedule generation, historical and real-time adherence administration, and time-off management.

Business units

Create and edit a business unit.

Management units

Create and edit a management unit, add agents, and set up activity codes.

Service goal templates

Create and manage service goal templates.

Planning groups

Understand how planning groups work; learn how to create and manage planning groups, and management units.

Staffing groups

Understand how staffing groups work; learn how to create and manage staffing groups.

Agents

Organize agents within the contact center into management units based on common planning period settings, adherence rules, time-off rules, and shift-trading rules.

Work plans configuration

Add a work plan, including setting up weekly configuration, configuring daily shifts and shift activities, adding agents, and validating and saving the work plan.

Work plan rotations

Create work plans that rotate and allow agents the opportunity to work all shifts and avoid monotonous weekly scheduling.

Forecasts

Work with forecasts, navigate the forecast editor, understand forecast metrics. Learn how to add and manage forecasts and forecast modifications.

Time-off limits

Learn how to create and manage time-off limits.

Time-off plans

Learn how to create and manage time-off plans.

Time-off requests

Learn how to create, manage, and synchronize time-off requests.

Schedules

Learn how to navigate the schedule editor and the actions available to help the workforce management administrator modify the schedule and analyze details.

Shift trades

Learn how to configure, manage, and view shift trades.

Intraday monitoring

View and monitor the differences between what was originally forecast and what actually occurs in real time for the current day.

Real-time adherence

Compare the agent’s current status against scheduled work-time.

Historical adherence

See how well agents have followed their schedules in the past.

Historical shrinkage

See details of the scheduled and actual shrinkage time spent in the past.

Historical data import

Use historical data import to upload historical interaction data. Workforce management uses this data to generate forecasts using the Automatic Best Method option.

Adherence Explanation

Use adherence explanation to view and manage adherence explanation requests from agents.

Audit logs

Actions that a user takes on workforce management entities add data to the audit log viewer. Here, you can use auditing functionality to view detailed information about workforce management functionality.

Workforce management for agents

Learn about the actions an agent can perform, such as, access schedules on agent dashboard, manage time-off requests, shift trades, and manage schedules on Genesys Tempo.