We would indicate the number of Agents and call center hours and it should advise how many agents needed and for what scheduled hours and breaks/lunch times. Also, regarding time off – it should advise agents needed for a given day and time off was managed accordingly, or if an Agent called out then the schedule for that day should be 're-optimized' to ensure adequate coverage.
Can this be achieved in Genesys??
#Genesys Cloud CX
#Genesys Multicloud CX cloud
#Workforce Engagement Management
#WorkforceManagement#Forecasting#Scheduling#SpeechandTextAnalytics#QualityManagement#Performance Management
#Coaching and Training
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Abhinav Kamrushi
Infosys Limited
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