Workforce Engagement Management

Hi Everyone,

We've been capacity planning in Excel for a while which works well but I'd like to see how we can best leverage the native Capacity Planning tool in Genesys. I think I have a decent grip on how to configure it but it doesn't seem to be providing any value. I'd love to hear from some of you about how you use the tool. Thanks!

Hi! I'm not usually part of the workforce planning team, but during WFM implementations these are the main capabilities I typically present to the teams that will be responsible for Capacity Planning.

I usually focus on features such as long-term workforce planning (up to two years with ABM), Business Unit and Planning Group visibility to identify staffing gaps, multi-skill planning, and especially the ability to build multiple "what-if" scenarios to evaluate different staffing strategies before making decisions.

I'm not sure if you've already configured these features or explored these use cases in your environment, but hopefully this gives you a few ideas on where the tool can provide more value.

I'd also be interested in hearing from people who use Capacity Planning on a daily basis, as I'm sure they can share practical experiences and best practices from an operational perspective.