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.


Business units


Management units


Service goal templates


Alternative shift trading


Planning groups


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


Per minute granularity settings

Configure work plans to the minute for more granular scheduling of agents. 


Work plan rotations


Work plan bids

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


Forecasts


Time-off limits


Time-off plans


Time-off requests


Schedules


Activity plans

Learn how to create new activity plans, modify and view existing activity plans.


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


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.