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WFM Business Units and Management Units Configuration Course Update

  • 1.  WFM Business Units and Management Units Configuration Course Update

    Posted 17 days ago
    Education is excited to announce an update to the Business Unit and Management Unit Configuration eLearning course content to reflect the latest Workforce Management enhancements in Genesys Cloud. These updates highlight four new features designed to improve scheduling flexibility, automation, and visibility:
    • Shift Trades Across Weeks – Enables agents to trade shifts between different weeks, offering greater flexibility for managing multi-week schedules.
    • External Activity Trade Rules – Extends shift trading to include external activities such as coaching and learning, with controls to replace, keep, or prevent trades to protect development activities.
    • Automatic Schedule Updates for Approved Time-Off – Automatically updates published schedules when time-off requests are approved, reducing manual schedule maintenance.
    • Schedule View Permissions – Ensures agents and supervisors have the appropriate visibility into individual and team schedules, improving transparency and coordinationThese enhancements help organizations better balance operational coverage, agent flexibility, and workforce development.
    Have questions? Reach out to us at education@genesys.com or visit Genesys Orchestrators for more training resources.

    #GenesysCloud
    #Training

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    Melissa Talamonti-Clark
    Product Manager, Genesys Education
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