Genesys Cloud Capacity Planning is Here

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Natalia Abad

Genesys

Posted 06-30-2025 09:53
Edited by Tracy Vickers 08-05-2025 09:26


Hello WEMers!! 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

#Workforce Management
#Forecasting
#ScheduleManagement
#Intraday,Shrinkage,Adherence

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Natalia Abad
Senior Product Marketing Manager
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Workforce Engagement Management