Course Overview
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..
Duration- 5 days
Prerequisites
Skills Recommended-
- Working knowledge of Windows
- Experience supervising or managing a contact center
Audience Profile
This course is for users who are responsible for the scheduling and monitoring of their contact center efficiency..
Learning Objectives
After completing this course, a student will be able to-
- Configure a contact center in Workforce Manager (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 (staff)
- 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
- Add features and elements info a working schedule
- Manage Teams
- Plan exceptions, meeting, and marked time
- Configure and manage agent preferences
- 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
Content Outline
- 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
FAQs
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.