Workforce Management 8.5 Operation

Configuring, Forecasting, and Scheduling with Workforce Manager focuses on the concepts and skills needed to use Genesys Workforce Manager (WFM) to forecast workload and workforce, schedule agents, and monitor adherence to forecasts and schedules. This is a hands-on class where students configure a variety of contact center examples to gain knowledge of Workforce Manager’s capabilities. The course includes the following topics: contact center rules, contracts, shift definitions, forecasting, scheduling, monitoring adherence and performance, and using the web interface as a supervisor or agent.

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