Meet the Gurus

Guru Services

Mentoring for Workforce Planning

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Areas of Expertise Include:


  • Intraday Optimization
  • Voice and Digital Interaction Forecasting
  • Staffing Requirements
  • Understanding Forecast Accuracy

Best Practices

  • Time Off Management
  • Sick Management
  • Training Management
  • Shrinkage Tracking and Reporting
  • Adherence Management

Long-term Planning

  • Shrinkage Management
  • 12-Month Planning
  • Shrinkage Forecasting
  • What-if Analysis


  • Time Off Rules
  • Time Off Bidding
  • Agent Preferences
  • Bidding for Shifts
  • Overtime Bidding


  • Preferences
  • Bidding
  • Task Sequences
  • Shift Allocation
  • Contract/Shift Rules
  • Build Process

Meet Some of Genesys' Senior WFM Gurus

TRACY Her knack for puzzles and games makes custom implementations her favorite projects to bring over 12 years of GWFM consulting experience to!

SAM Entered the field as a Real Time Analyst, 13 years later he still gets fired up in the planning cycle where his 6'4" passion for Forecasting stands out.

JENNIFER Has 15 years Resource experience delivering a variety of global WFM projects. Her love for travel may be why she's an expert scheduling resource.

Service Benefits Include:

  • Unlimited Access to the Guru Team
    • Maximize Navigation and Usability Settings: Assist users with the use and navigation of Genesys WFM
    • Hands-On Troubleshooting: Assist in troubleshooting functional issues and provide solutions through configurations and setup changes
    • Configuration Support: Additional configuration support – additional contracts, shifts etc.
    • Forecasting Guidance: Understanding and Usability
    • Custom Scheduling & Adherence Review: Understanding and Usability
  • Access to a Private Community Forum: For your team and the Gurus to communicate
  • Schedule calls / live meetings to discuss queries if needed: Plus much more...

Want to Learn More?

To learn more about adding the Guru Service to your account, please Contact Us.