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  • 1.  How to get started with the basics of WFM

    Posted 11-27-2025 17:27
    No replies, thread closed.

    I hate WFM (lol), but I want to start with the basics. Any tips on how to get started?


    #WEM-Quality,WFM,Gamification,etc

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    Kaio Oliveira
    Interaxa
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  • 2.  RE: How to get started with the basics of WFM
    Best Answer

    Posted 11-27-2025 20:48
    Edited by Samuel Jillard 12-01-2025 11:11
    No replies, thread closed.

    Hi Kaio,

    I started looking into WFM recently as well, and it definitely takes a bit of time to get the basics down. Below are few resources that I am looking in to at the moment.

    About Workforce Management - https://help.mypurecloud.com/articles/about-workforce-management/
    Genesys Admin training - Scheduling Business Units - https://www.youtube.com/watch?v=ICRF1PKQEd0



  • 3.  RE: How to get started with the basics of WFM

    Posted 11-28-2025 16:58
    No replies, thread closed.

    Hi Phaneendra, 

    Thanks.... Let's see if I can stop hating WFM lol



    ------------------------------
    Kaio Oliveira
    Interaxa
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    Original Message


  • 4.  RE: How to get started with the basics of WFM

    Posted 11-29-2025 07:01
    Edited by David Betoni 11-29-2025 07:01
    No replies, thread closed.

    Hi Kaio, 

    I saw that you are Brazilian. If you need any help, let me know.

    To start, begin by understanding what WFM is and its core logic.

    Before touching the system, the learner must understand the fundamentals:

    Key concepts

    • What Workforce Management is

    • What a Forecast is

    • What a Schedule is

    • What Adherence means

    • What Intraday Monitoring is

    • What Shrinkage is

    • The difference between Capacity Planning vs Forecasting vs Scheduling

    Goal of this step: understand the logic of balancing "demand vs capacity" in a contact center.



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    David Betoni
    Principal PS Consultant
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  • 5.  RE: How to get started with the basics of WFM

    Posted 12-01-2025 06:13
    No replies, thread closed.

    The Genesys Beyond team has some great courses to help you on your WFM journey. 
    You can find out more in the learning catalogue

    Paul



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    Paul Wood
    Product Manager for Genesys Cloud Workforce Management
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  • 6.  RE: How to get started with the basics of WFM

    Posted 12-01-2025 07:37
    No replies, thread closed.

    Hello Kaio,

    Another great resource for WFM is the Genesys Cloud WEM Community and the experts there will love answering all your WFM/WEM questions :D



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    Sam Jillard
    Online Community Manager/Moderator
    Genesys - Employees
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