Genesys Cloud CX Workforce Management (WFM) is a tool that helps businesses schedule the right number of agents at the right time. With this tool, you can use past data to predict how many agents you need for each shift. It also creates schedules for a whole week, including breaks, meals, meetings, and time-off requests. This makes it easier to meet service targets, keep customers happy, and grow your business through positive customer experiences.
What is Workforce Management?
Workforce management means planning and managing your staff to ensure they work efficiently. It involves:
- Scheduling: Planning shifts for agents.
- Forecasting: Predicting the number of agents needed.
- Skills Management: Matching agents’ skills with tasks.
- Timekeeping: Tracking attendance and hours worked.
- Intraday Management: Managing unexpected changes during the day.
- Employee Empowerment: Giving agents tools to manage their schedules.
Why is Workforce Management Important?
If workforce management is not handled well, contact centers face many problems:
- Too few agents can lead to long wait times.
- Too many agents can waste money.
- Agents may feel stressed if schedules are not planned well.
How Genesys Cloud CX WFM Helps
Genesys Cloud CX makes managing your workforce easier. Its key features include:
- Short-term Forecasting: Predicting the number of agents needed for the next few weeks.
- Intraday Monitoring: Checking the difference between expected and actual workloads during the day.
- Schedule Creation: Automatically creating shifts that consider breaks and time-offs.
- Load-based Scheduling: Adjusting schedules based on the number of incoming calls or chats.
- Schedule Adherence Monitoring: Checking if agents follow their planned schedules.
- Time-off Management: Handling requests for leave efficiently.
Workforce Management Levels in Genesys Cloud CX
Your WFM features depend on your Genesys Cloud CX subscription level:
Genesys Cloud CX 1:
- Basic scheduling and manual control.
Genesys Cloud CX 2:
- Adds manual schedule creation and Verint integration.
Genesys Cloud CX 3:
- Includes advanced features like real-time monitoring and load-based scheduling.
How VoIP Trainers Can Help You
At VoIP Trainers, we provide Genesys Administrator Training to help you understand and use Genesys Cloud CX WFM. Our training covers:
- How to create and manage schedules.
- Using data to forecast agent needs.
- Monitoring agent performance.
Practical Learning Experience
Our training is hands-on. You’ll work with real tools and scenarios to build your skills. By the end, you’ll know how to optimize workforce management and improve customer satisfaction.
Benefits of Workforce Management Training
- Better Efficiency: Reduce costs by avoiding over- or under-staffing.
- Happy Agents: Balanced schedules mean less stress for agents.
- Improved Service Levels: Customers get faster and better service.
Conclusion
Genesys Cloud CX Workforce Management is a powerful tool for any contact center. With proper training from VoIP Trainers, you can master this tool and manage your team effectively. Join our Genesys Administrator Training today to take your skills to the next level!
