Genesys Cloud - Main

Hi All,

I'd like to raise a query/suggestion regarding WFM in Genesys Cloud, as one of my colleagues came across a requirement -

Currently, minimum staffing requirements can be defined/configured at the day or shift level. However, in many real-world scenarios, staffing demand fluctuates significantly within a day-such as peak hours or low-volume overnight periods.

It would be highly valuable to have the ability to define minimum staffing requirements at an intraday (interval) level in WFM.

Benefits:

• More granular control over staffing aligned with intraday demand patterns

• Improved service levels during peak periods

• Better cost optimization during low-demand intervals

• Reduced need for manual overrides or workaround scheduling.
  
  

Example use cases

• Ensure a minimum of 10 advisors from 09:00–11:00 during peak call volumes.
• Maintain a minimum of 2 advisors from 00:00–02:00 for critical overnight coverage.