FAQ: Do I need to configure anything new to use workforce management after the new features are generally available?


New features are generally available and automatically migrated on May 6, 2020.

Genesys automatically activated new features while retaining existing workforce management setup specific to each customer.  Users can create a new forecast and schedule, edit existing schedules and view intraday monitoring and adherence views immediately without making any changes to configuration. 

As part of the migration to the new features, some configuration items will look different.  For example, all existing management units, forecasts and schedules are still in place, but are now associated with a new Business Unit.  All existing service goals are still in place, but are now listed under the Service Goal Template and Planning Group menus.  The management unit picker menu at the top right corner of the screen will now be either management unit, business unit or both depending on the screen.  For a summary of the changes, see the auto-migration key concepts page.