About workforce management
With workforce management, you can configure business units, management units, service goal templates, planning groups, staffing groups, activity codes, activity plans, alternative shift trades, work plans, per minute granularity configuration, and work plan bids. 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.
- Workforce management overview
- Workforce management permissions overview
- Supported configuration
- Workforce management divisions overview
- Customize the view
- Filter and sort workforce management items
- Unplanned shrinkage overview
- Workforce management FAQs
- View workforce management details in the audit log viewer
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.
Alternative shift trading
Create and manage alternative shift trades.
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.
Activity Codes
Define the activities that your organization uses by creating custom activity codes. This helps represent scheduled activities better as you can use activity codes wherever you use activity categories.
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 plans configuration overview
- Add a work plan
- Set up the work plan’s weekly configuration
- Configure the work plan’s daily shifts
- Set up shift activities
- Add agents to the work plan
- Validate and save the work plan
- View details about schedule, forecast, or work plan edits
- Copy or delete a work plan configuration
- Manage a work plan’s weekly configuration
- Manage daily shift activities in a work plan
- Manage agents in a work plan
Per minute granularity settings
Configure work plans to the minute for more granular scheduling of agents.
Work plan rotations
Create work plans that rotate and allow agents the opportunity to work all shifts and avoid monotonous weekly scheduling.
Work plan bids
Create work plan bids that rotate and allow agents the opportunity to work all shifts and avoid monotonous weekly scheduling.
Forecasts
Work with forecasts, navigate the forecast editor and understand forecast metrics. Learn how to add and manage forecasts and forecast modifications.
- Work with forecasts
- Navigate the forecast
- Forecasting metrics
- Work with the forecast editor
- Add a new forecast
- Automatic Best Method forecast method overview
- View historical data for automatic best method forecasts
- View details about schedules, forecasts, or work plan edits
- Forecast modifications
- Add a forecast modification
- Manage a forecast modification
- View and manage forecast source data
- Export a forecast
- Work with Change Daily Values and Distributions modification
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.
- Work with time-off requests
- Navigate the time-off requests page
- Add a time-off request
- Edit a time-off request
- Approve a time-off request
- Deny a time-off request
- Filter and sort time-off requests
- Add a full day off to an agent in the schedule
- Synchronize time-off request
- About workforce management for agents
- Workforce Management an HR system integration for time-off overview
Schedules
Learn how to navigate the schedule editor and the actions available to help the workforce management administrator modify the schedule and analyze details.
- Work with workforce management schedules
- Navigate the schedule editor
- Generate a schedule from a forecast
- Generate a schedule without a forecast
- Add a blank schedule
- Initiate an intraday reschedule
- View schedule generation warnings
- View details about schedule, forecast, or work plan edits
- Copy a schedule
- Delete a schedule
- Choose a forecast
- Edit a schedule
- Select work teams or management units in the schedule editor
- About workforce management for agents
Activity plans
Learn how to create new activity plans, modify and view existing activity plans.
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.
Decisions Data Download
Use decisions data download to extract aggregated contact center data from Genesys Cloud and import it into Decisions.
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 the agent dashboard, manage time-off requests, shift trades, and manage schedules on Genesys Tempo.