Genesys Engage on-premises- Workforce Management - Operation

• Introduction to Workforce Management
• Security
• Setting up your business
• Forecasting – The Basics
• Scheduling – The Basics
• Activities and Policies
• Forecasting – Advanced topics
• Pre-schedule planning
• Scheduling – Advanced topics
• Post Scheduling management
• Multi-site Activity/Skill Forecasting
• Time-off management
• Bidding-Schedule, Time-Off, and Overtime
• Shared Transport
• Performance
• Adherence
• Reports

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

Genesys Cloud's workforce management characteristics simplify the process of forecasting interactions & scheduling agents in multi-channel contact centers. These elements help you optimize work performance to achieve your organization's operational goals

Genesys has you covered for all the ways you want to connect with customers through the power of cloud and AI, our technology connects every customer moment across marketing, sales and service on any channel, while improving employee experiences.

Radiant Techlearning offers training programs on weekdays, weekends & combination of weekdays & weekends. We provide you with complete liberty to choose the schedule that suits your needs.

Radiant has highly intensive selection criteria for Technology Trainers & Consultants, who deliver you training programs. Our trainers & consultants undergo rigorous technical and behavioural interview and assessment processes before they are on board in the company.

Our Technology experts/trainers & consultants carry deep-dive knowledge in the technical subject & are certified from the OEM.

Our training programs are practically oriented with 70% – 80% hands on the training technology tool.  Our training program focuses on one-on-one interaction with each participant, latest content in curriculum, real-time projects and case studies during the training program.

Our faculty will provide you with the knowledge of each course from the fundamental level in an easy way and you are free to ask your doubts any time from your respective faculty.

Our trainers have patience and ability to explain difficult concepts in a simplistic way with depth and width of knowledge.

To ensure quality learning, we provide a support session even after the training program.

Technical issues are unpredictable & might occur with us as well. Participants have to ensure they have access to the required configuration with good internet speed.