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  • 1.  Genesys Cloud Capacity Planning is Here

    Posted 06-30-2025 10:05
    Edited by Natalia Abad 06-30-2025 12:22
    No replies, thread closed.

    Workforce Management (WFM)

    Hello Genesys Community!!

    Today marks a major leap forward in workforce planning!
    Genesys Capacity Planning is now available in Genesys Cloud, bringing long-term visibility, strategic modeling, and seamless alignment across planning, staffing, and hiring.

    We're rolling out availability in stages -- Today, tomorrow, Wednesday, and a final wave on Thursday. Full global availability is just around the corner!

    What it does:

    Genesys Capacity Planning enables organizations to plan staffing needs up to two years ahead using historical data and predictive models. Model different hiring strategies, shrinkage assumptions, and attrition scenarios. Identify gaps before they impact service. And align labor investment with business outcomes.

    Key capabilities:

    • Long-term forecasts by Planning Group and Business Unit.

    • Weekly staffing requirements are tied to volume, AHT, and service goals.

    • Scenario simulation with real-time impact visualization.

    • Modifiable assumptions with validation and audit tracking.

    Business benefits:

    • Align hiring budgets with actual demand

    • Avoid overstaffing and missed SLAs

    • Improve cross-functional planning between WFM, Finance, and Operations

    User benefits:

    • Plan with confidence and speed using real-time updates

    • Adjust assumptions without spreadsheets or rework

    • Simulate and compare "what-if" plans before making decisions

    How Capacity Planning Works

    Capacity Planning 

    Capacity Planning video

    Overview


    #PlatformAdministration

    ------------------------------
    Natalia Abad
    Senior Product Marketing Manager
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  • 2.  RE: Genesys Cloud Capacity Planning is Here

    Posted 06-30-2025 10:20
    No replies, thread closed.

    This is great news! 

    Is this available to use right away? OR it will be available after the weekly release this week?



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    suyog gupta
    Principal Management Engineer
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  • 3.  RE: Genesys Cloud Capacity Planning is Here
    Best Answer

    Posted 07-01-2025 09:51
    No replies, thread closed.

    Hello Suyog,

    This feature is rolling out this week, according to the Release Notes. You should have access to it once new features are available in your region.



    ------------------------------
    Jason Kleitz
    Online Community Manager/Moderator
    ------------------------------

    Original Message


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