Genesys Cloud - Main

Hi ALL

Looking for your advice with the WFM sides of things in PC. Currently we have PC2 and if you have the same when using WFM its very limited in what can actually achieve.
For those who have PC3 and have full suite of WFM, can you tell me the pro's and con's?

How is the real-time adherence?
What is the feedback like from your agents?
Admins who manage the WFM schedules, does it still reside in the WFM tab under Admin or can it be moved to a more usable location?

Please share with me your experience

Thanks
#Reporting/Analytics

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Darryn Chang
Stuff Limited
New Zealand
2 Years Purecloud
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The majority of existing and any new foreseeable items for native WFM features in PureCloud will be targeted for PureCloud 3.

PureCloud 3 WFM features, from a high-level, include ability to setup work rule constraints, short-term forecasting, load-based schedule generation (automatic optimization of agent schedules given a short-term forecast, performance goals, and agent constraints), time off requests, intraday monitoring, real-time adherence, historical adherence, and soon intraday rescheduling. In Q2 we also plan to release agent-initiated shift trading with automatic review capabilities.

https://help.mypurecloud.com/articles/about-workforce-management/

I would suggest asking your partner, or Genesys if direct, for a technical sales demo of WFM capabilities in PureCloud 3.

Our initial release was end of Q1 2016 so we are still early on in roadmap, but are actively working on expanding capabilities.

While WFM items are under Admin, our main WFM page has its own menu (image attached) that can be used for navigation (either launching links in other tabs/windows or navigating back/forth).

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Jay Langsford
Senior Director, Workforce Optimization Engineering
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