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.