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WFM Optimization

  • 1.  WFM Optimization

    Posted 08-28-2019 14:50
    Hi All,

    Thought it might make sense as today's event draws to a close to make you aware that if you need additional guidance with using Optimizer or with WFM Practice, we offer a Business Consulting engagement titled WFM Optimization.  A Genesys Business Consultant with Optimizer expertise as well as years as a WFM practitioner can help you evaluate your Optimizer configuration, make practice recommendations, and suggestions on how you can best leverage the capabilities of the Optimizer tool.  We visit your site for approximately 2.5 days, spending time with your WFM resources to help you accelerate your success.

    Chip Funk
    Manager, Business Consulting

  • 2.  RE: WFM Optimization

    Posted 08-28-2019 14:59
    Great work on the AMA, Chip! Pleasure working with you and the team.

    Matt Lawson
    Genesys - Employees
    Online Community Manager

  • 3.  RE: WFM Optimization

    GCAP Member
    Posted 08-28-2019 22:28
    Hi @Chip Funk,

    Where can I find more information on this?​

    Jayden Bradow
    Service Performance Analyst
    Precision Administration Services (Pty) Ltd

  • 4.  RE: WFM Optimization

    Posted 08-29-2019 09:48

    Hi Jayden,


    Your account team should be able to help you learn more about this engagement.  Here is a description of the engagement:


    Through an audit of the current use of the Workforce management toolset, the Genesys Consultant may identify capabilities not being fully leveraged to drive performance improvement recommendations.  Discussions will include integration of these practices and tools with Customer's current toolset and processes to maximize results.


    Pre-visit Preparation: Project activities and preparation begin prior to visit.  The Consultant will work with you on the following in order to hit the ground running onsite:

    1.       Create an initial draft of the onsite meeting agenda.

    2.       Provide a data request document and request any specific issues impacting the operation (optional)

    3.       Lead an engagement kick-off call to:

    a.       Discuss objectives and major points of pain

    b.       Review the agenda and revise as necessary

    c.       Answer questions about the visit


    Genesys's Consultant will be onsite for 2.5 days conducting meetings and knowledge transfer sessions, observing, and interviewing.  Meetings will focus on but not be limited to:

    1.       Kick-off meeting with project sponsors and team to review objectives, pre-site visit documentation and reports provided, and the week's agenda.

    2.       Meetings with current workforce management leadership and staff to delve into the processes and tools used for staffing, forecasting, scheduling, real time management, and reporting.

    3.       Discussions related to current and planned customer access channels, interaction and process flow, and agent group characteristics, such as segmented, universal, or mixed agent groups.



    1.       Project kick-off call

    2.       Pre-site visit data request (optional)

    3.       Onsite agenda

    4.       Onsite review and use of new or unleveraged Workforce management functionality

    5.       Informal discussion of findings and recommendations

    6.       Follow-up meeting after the visit to address outstanding questions





    Manager, Business Consulting

    Genesys Professional Services


    T 317.715.8084