Workforce Engagement Management

Hi everyone,

We're looking for best practices to schedule non-routed activities (such as email and document handling) in Genesys Cloud WFM.

The request is to build a 6-week schedule that evenly distributes these activities across all agents. The goal is to ensure that each agent is assigned an equal share of non-routed work.

In the current scheduling tool, it's possible to define a fixed number of hours to be scheduled for these activities. These hours are typically split into two timeframes per day (AM and PM). I attached the current configuration of their email channel.

We're wondering if Genesys Cloud WFM supports the ability to:

• Define a manual forecast for non-routed activities (e.g., 80 hours/week for email handling)
• Include this manual forecast as part of the main forecast used for scheduling
• Distribute those hours evenly across agents
• Schedule them in specific time blocks (e.g., morning and afternoon)

Additionally, we'd like to include other types of non-routed activities, such as assigning an agent to be available at a physical customer booth. Is there a recommended way to model this kind of on-site availability in the schedule?

Any insights, configuration tips, or examples would be greatly appreciated!

Thanks in advance!

Work plans can have off queue activities either fixed or flexible. Recommendation would be to route the emails in Genesys Cloud (link) and for the documents utilize workitem (link) so those activities can be 'native'. Other than that it would be a mix of work plan off queue activities, modification of forecast to 'fake' the load, and then management outside of Genesys Cloud on the timing of routing those to the correct set of agents when they are scheduled for off queue activities.

As far as the 'available at a physical customer booth', the only thing I would suggest is a dedicated activity code to represent and then decide where on their work plan or schedule those activities should be.

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Jay Langsford
VP, R&D
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