Workforce Engagement Management

 View Only

Sign Up

Back to discussions
Expand all | Collapse all

Feature Release: WFM Support for ACD-Routed Workitem

  • 1.  Feature Release: WFM Support for ACD-Routed Workitem

    Posted 08-28-2025 17:57
    Edited by Pavithra Asokan 08-28-2025 18:07

    We're excited to announce the release of a highly anticipated feature: WFM support for ACD routed Workitems!

    General availability is targeted for September 9th, 2025.


    Feature Highlights

    With this release, Workforce Management (WFM) now fully supports ACD routed Workitems, enabling your teams to:

    • Forecast, capacity plan and schedule for workitems routed via ACD, just like voice and digital interactions.

    • Gain deeper visibility into agent workloads and performance across all interaction types.

    • Optimize staffing and resource allocation for improved operational efficiency.

    Updated Screens & Modules:

    The following screens and modules will be updated by this change:

    1. Planning Groups(PGs)

      • Ability to create and manage planning groups with Workitem as the media type.

      • Route Path association supports Workitem-specific configuration and permissions.

     

     

    1. Service Goal Templates (SGT)

    • SGTs can be associated with Workitem planning groups.

    1. Forecasting

    • Workitem PGs will be included in ABM forecasts and Main forecast (not supported in WHI).

    • Forecast Details, Planning Group Search, Advanced Search modals and Forecast exports now support Workitem as a media type.

                   Forecasts

                         
      Planning Groups Search:


                        Main Forecast


    4. Capacity Planning & Staffing Requirements

    • Both modules support Workitem planning groups for long-term planning and requirements.

    • Filters and exports include Workitem data.

    1. Schedules

    • Schedules can be created and managed for Workitem planning groups.

    • Performance filter and export include Workitem data.



    6. Intraday Monitoring

    • Intraday views and exports include Workitem metrics.

    • Metrics such as Service Level, Offered, Answered, Completed, Occupancy, etc., are supported for Workitems (Abandoned is not applicable).


    7. Adherence & Historical Shrinkage

    • Real time and historical adherence tracking includes workitems time as part of on queue time.

    For more detailed information on how to use workitems be on the lookup for new resource center documents and knowledge articles.

    #Workforce Management
    #Forecasting

    ------------------------------
    Pavithra Asokan
    Genesys, Senior Product Manager
    ------------------------------



Related Content