Workforce Engagement Management

Hi everyone,

I'm curious about how other organizations manage WFM for agents who handle both voice and digital interactions (such as chat, email, messaging, or WhatsApp).

Do you create separate schedules for each channel, dedicate blocks of time to voice or digital, or allow agents to handle multiple media simultaneously?

I'd love to hear your best practices and any lessons learned from your experience.

Hi @Danilo Reis
Great question!

One important point is that in Genesys Cloud WFM, an agent can belong to only one Management Unit. However, this limitation can be addressed by using Business Units, which allow multiple Management Units to be grouped together for forecasting and scheduling.

This makes it possible to manage larger operations and coordinate agents across different Management Units while still maintaining separate configurations where needed.

For agents handling both voice and digital channels, one of the most recommended strategies is block scheduling, assigning dedicated time blocks to different media (for example, voice in the morning and messaging in the afternoon). This reduces context switching and often improves both productivity and the agent experience.

Another approach is to allow agents to handle multiple media simultaneously, depending on your routing strategy and concurrency configuration.

I hope this helps!

Thank you for your response.

Hi Danilo,

I'd say a blended model is usually preferred.

In Genesys Cloud WEM/WFM, the schedule mainly represents agent availability for on-queue work, independent of which media types the agent can cover. What the agent actually receives is ultimately driven by routing, queues, skills, and utilization settings.

For scheduling, Genesys Cloud considers the planning groups the agent can cover. The need for each planning group is influenced not only by interaction volume, but also by the service goal associated with that planning group. For example, voice may have an 80/20 SLA, while email may have a 24-hour ASA target.

So I'd lean toward blended schedules for availability, with separate planning groups and service goals by media type.

Thanks,