Course Objectives:After completing this course, a student will be able to: - Summarize the benefits and components in Genesys Workforce Manager (WFM)
- Configure a contact center in Workforce Manger (seats, activities, skills, and security rights)
- Configure contact center rules and policies (contracts, meals, breaks, shifts, trading, exceptions and time off)
- Forecast workload and the workforce necessary to cover it
- Build and modify work schedules for agents
- Configure and use WFM Web Agent to manage agent time off, agent trading, agent initiated exceptions and agent bidding
- Manage a workforce (assign agents to teams, plan exceptions, grant agent preferences, and schedule meetings)
- Monitor adherence to forecasts, schedules, and agent compliance to scheduled activities
- Run reports needed for contact center management
- Combine physical contact centers into a business unit
| | Target Audience:Configuring, Forecasting, and Scheduling with Workforce Manager is intended for contact center managers, supervisors, and others responsible for scheduling and monitoring contact center efficiency. Software Version:This course uses Genesys version 8.5.1 Course Prerequisites:Working knowledge of Microsoft Windows, including the ability to open and close windows and mouse proficiency - Experience supervising or managing in a contact center
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