Webinar Outline

This comprehensive beginner’s webinar introduces the powerful capabilities of Genesys Cloud Reporting & Analytics, with a dedicated focus on Workforce Management (WFM).

In this webinar, you will learn how to set up:

•             Alerts that notify you when a metric leaves a defined range

•             Performance Dashboards provide at-a-glance visibility into the health of your contact center

•             Dynamic Views, especially Queue Activity and Skill Performance, for insights into specific areas of Workforce Management

•             WFM-Specific Reports, such as Intraday Monitoring and Real-Time Adherence

Who Should Attend?:

This webinar is designed for beginners, focusing on core concepts and practical applications.

While the session emphasizes WFM, the Alerts, Dashboards, and Dynamic Views are widely applicable across both Inbound and Outbound Reporting, making this webinar ideal for a broad audience.

Time

11:00 AM in Eastern Time (US and Canada)

4:00 PM in the United Kingdom

5:00 PM in Amsterdam, Berlin, Rome