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6 days ago This Release Note applies to all 8.5.x releases of Workforce Management Web. Links in the Available . For additional information about Workforce Management Web, see the following documentation: The documentation related to this software is available from the Workforce Management product page.
27 Sep 2017 Forecasting Considerations. You can create forecasts based on various kinds of data. Ideally, you already have a substantial quantity of good-quality historical data on contact center interactions that you can import into the WFM database. If you have historical data, you can use either of two forecasting
27 Sep 2017 Managing WFM Roles in Genesys Administrator. Although Workforce Management (WFM) has its own set of roles and privileges, there might be a need in your contact center to have finer control over agents' access to certain WFM features and functionality. Genesys Administrator (GA) provides another
6 days ago User Security. 34. Managing WFM Roles in Genesys Administrator. 37. Data Synchronization. 39. Forecasting and Scheduling. 40. Performance and Guide. Welcome to the Workforce Management 8.5 Administrator's Guide. The topics in this guide introduce you to the concepts, terminology, and
30 Nov 2015 Workforce Management 8.5 Administrator's Guide. Welcome to the Workforce Management 8.5 Administrator's Guide. The topics in this guide introduce you to the concepts, terminology, and procedures relevant to Genesys Workforce Management. Find the information you need by clicking the topic links
22 Jun 2015 Team Lead Functionality. Find information about how a Team Supervisor can monitor, coach, and barge-in on agents who are handling voice and chat interactions. Team Lead Functionality · Monitor, Coach, and Barge-in Interactions · Workbin and Queue Management
30 Oct 2017 What's New. This release contains the following new features and enhancements: WFM introduces Overtime Bidding, in which its automated overtime scheduling process now schedules agents' overtime slots associated with Overtime Offers: Supervisors with the appropriate role privileges can create
14 Nov 2017 8.5.2 Administrator's Guide. Use this guide to learn about WFM architecture, functionality, deployment, integration, high availability, and new features. Note: This (7.6 version) is the latest version of this guide. We are planning to update this guide, but do not yet have a fixed release date.
Course Description. 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
This topic contains a brief description of new features in the Genesys Workforce Management (WFM) 8.5 release. WFM supports multiple media channels to track agent real-time states in the Web for Supervisors Adherence module; WFM Agent Genesys Hub is the main access point to all Genesys Cloud user interfaces.

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March 2018