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  • 1.  Workforce Planning

    Posted 2 hours ago

    I am reviewing Workforce Management Roles and Permissions and noticed a permission called "Workforce Planning" and have been unable to find details about this in Resource Center. What is this Role, and how does it relate to Workforce Management? 


    #WEM-Quality,WFM,Gamification,etc

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    Laura Stewart
    Senior Telecommunications Administrator
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  • 2.  RE: Workforce Planning

    Posted 2 hours ago

    Hi Laura 

    -
    This seems to be a permission that hasn't been documented yet.
    I didn't find anything about it in the Help Page and Community, BUT, i find this explanation in orchestrator IA. 
    -
    -
    =-=-=-=-=-=

    The Workforce Planning permission category in Genesys Cloud is specific to functionalities related to strategic workforce planning and data extraction for analysis and simulations.

    Specifically, "Workforce Planning" permissions control access to:

    1. Decisions Data Download - Allows extraction of aggregated contact center data from Genesys Cloud to import into Decisions (simulation and reporting tool). This generates data needed to create simulations and reports, including:

    • Call metrics (queue times, abandons, handled calls, talk time)
    • Agent availability data
    • Chat and interaction metrics
    • Historical shrinkage data (off-phone time)

    Important distinction:

    • Workforce Planning = Strategic long-term planning and data extraction for analysis/simulations
    • Workforce Management = Daily operational management (schedules, forecasts, adherence, time-off, work plans, etc.)

    Note that Capacity Planning (long-term capacity planning for up to 2 years) uses permissions from the "Workforce Management > Capacity Plan" category, not "Workforce Planning".

    Therefore, "Workforce Planning" is a more specific and limited category, focused primarily on data integration with external tools like Decisions.

    =-=-=-=-=-=-=



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    Kaio Oliveira
    GCP - GCQM - GCS - GCA - GCD - GCO - GPE & GPR - GCWM

    PS.: I apologize if there are any mistakes in my English; my primary language is Portuguese-Br.
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    Original Message


  • 3.  RE: Workforce Planning
    Best Answer

    Posted 33 minutes ago

    Hello Laura,

    You should be able to find more info by reading the Download Genesys Cloud agent data for Decisions article in the Resource Center. It goes over how you can extract data from Genesys Cloud to import into Decision. It also includes a list of several field names, formats, and descriptions for the data.



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    Jason Kleitz
    Online Community Manager/Moderator
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    Original Message


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