Genesys Cloud - Main

In this video @Christopher Visick talks about workforce management activity smoothing and schedule variability.

Workforce management administrators and schedulers can now choose to invoke activity smoothing at the business unit or management unit level, or to aim for consistent service goals that reduce the possibility of agents being scheduled for offline activities at the same time. The Schedule Variability setting enables administrators and schedulers to increase the randomness between schedules and provide more varied shift combinations.

Read more:

• Add a business unit
• Generate a schedule from a forecast
• Initiate an intraday reschedule
• Aha! idea

Release Notes: https://help.mypurecloud.com/releasenote/december-2-2024/