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]