Did you miss our recent webinar all about Orchestrating Your WFM Processes with AI? Or maybe you want to re-watch the recording or pass it along to a colleague? Whatever the case, you can access the on-demand link, as well as the resources shared live, below.
This recorded session from the WEM Advisory Webinar Series explores how organizations are shifting to real-time workforce orchestration.
💡 You’ll learn how to:
It’s a practical look at how WFM is evolving in the AI era.
Don't miss the other two in the series:[ON DEMAND]: Orchestrating Your Quality Processes with AI[UPCOMING]: Orchestrating EX and CX with Supervisor AI
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Session Resource Links & Images
#CapacityPlanning#Forecasting#ScheduleGeneration#ScheduleManagement#WFMConfiguration,BestPractices
Hi everyone,
Thank you to everyone who joined our June 2026 WEM Advisory Webinar, Orchestrating Your WFM Processes with AI. We received several great questions during the session, so we have grouped the answered questions below by theme and lightly edited them for clarity.
Q: Can AI forecasting exclude certain dates or account for known call-volume drivers?
A: Yes. Enhancements connected to the new main forecast screen were shared for later in 2026 or early 2027. These include automatic outlier identification and, ultimately, the ability to tag and use data related to holidays, outages, and other special events.
Q: How many forecasting models are used today?
A: Genesys forecasting uses multiple forecasting models and ensemble techniques that combine the best-performing models for a given scenario. Many customers begin seeing useful short-term forecasting results after several weeks of historical data, although accuracy depends on volume, seasonality, and data quality.
Q: How should a center with strong annual seasonality handle limited historical data?
A: If you have historical data from another source, you can import that history to help the forecast better understand seasonal patterns.
Q: The forecast shown in the demo looked very linear. Is that normal?
A: The demo used sample autoload data, so it was not representative of typical customer seasonality. With more than about 18 months of data, the system should automatically capture seasonality, and in some cases it may do so earlier. Importing historical data can also help.
Q: What is the maximum number of planning groups before forecast usability is impacted?
A: Usability depends more on how planning groups are configured than on the exact number of groups. Some customers run well with more than 100 planning groups, while others can experience challenges with far fewer if the setup is too granular. The current system maximum shared was 2,000 planning groups.
Q: Will Genesys better recognize public holidays, overlays, and other special events in forecasts?
A: Yes. The new main forecast is expected to support reusable scenarios for holidays and overlays. Special-event recognition was also described as in development. Today, customers can use forecast modifications as a workaround.
Q: If I create a forecast for a future period, will it update automatically as we get closer to that date?
A: In the new main forecast experience, the forecast can update daily. You will be able to choose which forecast scenario to use for capacity planning, scheduling, and real-time views, and you can choose whether the forecast used for scheduling should update for that period.
Q: Will it be possible to reuse or copy forecast scenarios?
A: Yes. The new main forecast experience is expected to allow reusable scenarios, so similar scenarios do not need to be rebuilt from scratch each time.
Q: What is work item forecasting?
A: Work items are typically items such as forms or other interactions that have a longer turnaround time or service goal than real-time contacts.
Q: Does static scheduling influence capacity planning and staffing?
A: Yes, on the back end. The system recognizes the occupancy of different agent groups, and occupancy can be impacted by the scheduling strategy.
Q: Will capacity planning include budget forecasting, resource needs, and costing?
A: Financials, resource needs, and costing were shared as planned for a future capacity planning enhancement, this was discussed as a future capacity planning enhancement currently on the roadmap.
Q: How accurate are capacity plan figures, and why might my forecast be consistently lower than actuals after week 20?
A: The calculations should be accurate if the inputs and configuration are accurate. If the forecast is consistently lower than actuals after a certain point, review configuration and alignment. One possible cause mentioned was an attrition percentage that is too high, which can be adjusted week over week or reset lower.
Q: Can the capacity plan define a learning curve for new hires?
A: This was shared as coming in the next round of capacity planning enhancements, with timing discussed as later in 2026 or early 2027.
Q: Can an outsourcing partner use capacity planning only for their own management units?
A: Today, capacity plans are not division-specific. Exporting was shared as planned in a future enhancement, which may help with sharing relevant plan information externally.
Q: Can AI automatically manage agent queue assignments based on schedules?
A: Not yet. The scheduling team is exploring this area, tentatively referred to as workforce routing. The first step mentioned was banded work, which allows an agent to be assigned to a particular planning group for scheduling purposes.
Q: What is the planned date for adjusting an agent's queue or skills based on their schedule?
A: No firm release date was shared. A follow-up answer identified this as currently on a 2027+ roadmap, so timing should be validated against the latest roadmap before posting as an availability statement.
Q: Will AI suggest opportunities or recommend overtime slots in the future?
A: That is the goal. Today, opportunities are manually configured, but the long-term direction shared was to have Genesys analyze needs and recommend opportunities or overtime slots based on forecast requirements.
Q: Will Opportunities support off-queue or back-office activities?
A: The plan is to increase the flexibility of Opportunities, and off-queue support was described as part of that desired direction. Product is actively gathering customer feedback to determine the next best enhancements.
Q: Is there a supervisor view for Opportunities, such as seeing who accepted extra time?
A: Today, supervisors can be given view-only access to Opportunities.
Q: Are overtime offers approved first come, first served, or can they be approved by seniority?
A: Automatic approval is first come, first served. If you use manual approval, you can sort and approve using other criteria, such as seniority or business rules.
Q: Does Opportunities consider rules such as an 11-hour rest period before the next shift?
A: Not today. Opportunities do not currently enforce rest-period rules such as an 11-hour minimum break between shifts.
Q: Can an agent cancel an opportunity they signed up for?
A: Today, agents can withdraw if the opportunity has not yet been approved. If it has already been approved, they need to manually notify an administrator.
Q: Can agents be alerted when an opportunity opens again after another agent cancels?
A: That gap was captured as feedback. Product is gathering customer input through the Ideas Portal to prioritize future Opportunities enhancements.
Q: Do Opportunities use AI tokens?
A: Today, they do not use AI tokens because slots are manually created. The long-term commercial model for future automated capabilities was not confirmed in the written Q&A.
Q: If an agent finishes at 2 p.m. and accepts overtime at 3 p.m., can that gap be handled as a different activity rather than extending the original on-queue shift?
A: Yes. It will leave a blank space on the schedule, which may look different if you are used to the current Genesys Cloud scheduling display.
Q: How can agents provide input about their preferred future working hours?
A: Several features are planned in this area. Agent unavailable time was released earlier in 2026, and agent preferences were discussed as coming around 2027.
Q: Will agent-submitted unavailable times appear visually in the schedule?
A: Yes.
Q: Are customers using unavailable time today, and are there guardrails or reporting?
A: The base feature was described as designed for use cases seen in northeast Europe. Product is actively gathering feedback on the next features for unavailability and agent preferences, including guardrails and reporting needs.
Q: Can an agent block unavailable time for a personal appointment?
A: If using unavailability, the agent could block that time. However, time off may be a better approach depending on the use case.
Q: Can agent unavailability requests go through a pending approval phase before being agreed?
A: Not yet. Product is gathering feedback on unavailable time and preferences through the Ideas Portal.
Q: Is adherence adjustment available today or still in development?
A: It was shared as in development and expected soon, this was discussed as an upcoming enhancement. Please refer to release notes for the latest availability.
Q: Will a supervisor be able to approve an adherence exception without the agent initiating it?
A: Yes. This was also described as coming soon.
Q: What does API First mean in this context?
A: API First means Genesys does not build a feature without the APIs needed to make it work. The goal is to make features fully integrated from the beginning, rather than bolting on a separate tool later.
Thanks again to everyone who joined and contributed questions. Please continue the conversation in the WEM Community if you have additional questions or would like to share how your
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