FAQs: Workforce Management
Why are intraday monitoring actuals lower than I expect to see?
If actuals appear low in the intraday monitoring view, it could be [More]
Why doesn’t intraday monitoring show the number of scheduled agents that I expect?
Intraday scheduled agents are based on the agent’s current capabilities and whether [More]
How do I see which agents are not configured for any planning groups in the business unit?
To view agents that cannot handle planning groups, go to Configuration > [More]
When configuring or editing a shift, how does the system use the Days Off rule?
This setting has two options when enabled for the shift: Next Day [More]
How is the Minimum Consecutive Time Off Per Week work plan weekly constraint used?
This feature is used to set a minimum block of time, once [More]
When should I configure a planning period and utilize planning period constraints?
Planning period is an optional feature and should be used when you [More]
When should I configure weekly constraints, weekend constraints and general constraints in my work plan?
These constraints are optional and are used only when you need to [More]
Can I build a six-week schedule from six different weighted historical index forecasts?
Unfortunately, no not at this time. A single schedule can be created [More]
What is the workforce management agent limit per management unit?
With the introduction of the business unit feature, the scheduling capabilities in [More]
Why is there a “Sync Changes” button for agents in a planning group?
Workforce management automatically syncs changes every four hours. If queue membership changes [More]
What is the relationship between route paths, service goal templates and planning groups?
The term Route Path refers to a combination of attributes on an [More]
Can I still modify Average Talk Time and Average After Call Work time in my forecast?
Modifications for AHT components have been consolidated to the AHT level instead [More]
What is the difference between the single week view and the multiple weeks view in forecasting?
The single week view is carried over from the previous version of [More]
What is the difference between Weighted Historical Index with Source Data and the Import Forecast creation methods in short-term forecasting?
While both of these creation method options allow you to import a [More]
How does the new short-term forecasting creation method work?
The new Creation Method > Import Forecast feature in Workforce Management allows [More]
How do I import history to use in a weighted historical index forecast?
Within the Add Short-Term Forecast user interface there are four Creation Method [More]
What is the maximum length for a short-term forecast?
Depending on the Creation Method selected, short term forecasts can be from [More]
What method should I choose when I create a short-term forcast?
Workforce management has four creation method options when creating a short-term forecast. [More]
Can I still modify an existing published schedule?
Yes, you can modify or edit existing schedules just like you could [More]
Will my existing schedules still work after the new workforce management features are released?
Yes, existing schedules are still in place but are now associated with [More]
What should I do when new workforce management features release?
Genesys automatically migrates customers for each organization that use workforce management. The [More]
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. [More]
What are the new workforce management features
Six new features were made generally available on May 6, 2020. Business [More]
What happens to an agent’s schedule and history if they move management units?
When you move an agent from one management unit to another, the [More]
Can I schedule more agents than assigned to concurrent licenses?
Yes, workforce management only enforces permission checks. Example: if you have 500 [More]