Workforce management overview

Genesys Cloud’s workforce management features simplify the process of forecasting interactions and scheduling agents in multi-channel contact centers. These features help you optimize work performance to achieve your organization’s operational goals. With workforce management, you can:

• Develop forecasts
• Evaluate intraday differences between forecast and actual values
• Generate and manage blank schedules
• Generate and manage forecast-based schedules
• Generate and manage schedules without forecasts
• Monitor adherence to schedules
• Show agents their schedules
• Manage time-off requests

For more information, see About workforce management.