Genesys Cloud Workforce Management

Schedule

Start End Duration Location Details

Course Details

Genesys Cloud Workforce Management

Duration: 2 Days

Course Code: GC-WFM-USE

Prerequisite:

•    Genesys Cloud Contact Center Administration
•    Familiarity with the Genesys Cloud user interface (recommended knowledge)
•    Familiarity with the basic concepts of workforce management (recommended knowledge)

Course Description:

The Genesys Cloud Workforce Management course trains users on how to create work plans, forecasts, schedules, time off requests, and monitor real-time performance.

Course Objectives:

Genesys Cloud Workforce Management will guide users on how to create work plans, forecasts, schedules, time off requests, and monitor real-time performance.

Intended Audience:

Genesys Cloud Workforce Management is intended for Supervisors, Business Analysts, and Contact Center Managers.

Course Outline:

•    Workforce Management Overview
•    Workforce Management Configuration
•    Work Plans
•    Short-Term Forecasts
•    Schedules
•    Time Off Requests
•    Real-Time and Historical Adherence
•    Performance Views for Agents