That is what Workforce Optimization in Genesys Cloud is. It will take your call volume across all queues, skills, and media type and create a forecast for upcoming weeks. Schedule generation takes agent work plans and creates a schedule of all agents 1 to 6 weeks in advance optimized for the best staffing levels throughout the day including taking into account breaks, meals, and other scheduled activities. You can reschedule at anytime during the day.
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Robert Wakefield-Carl
ttec Digital
Sr. Director - Innovation Architects
Robert.WC@ttecdigital.comhttps://www.ttecDigital.comhttps://RobertWC.Blogspot.com------------------------------
Original Message:
Sent: 10-16-2023 03:30
From: Abhinav Kamrushi
Subject: Schedule Optimization
We would indicate the number of Agents and call center hours and it should advise how many agents needed and for what scheduled hours and breaks/lunch times. Also, regarding time off – it should advise agents needed for a given day and time off was managed accordingly, or if an Agent called out then the schedule for that day should be 're-optimized' to ensure adequate coverage.
Can this be achieved in Genesys??
#Genesys Cloud CX
#Genesys Multicloud CX cloud
#Workforce Engagement Management
#Workforce Management
#Forecasting
#ScheduleManagement
#SpeechandTextAnalytics
#QualityManagement
#Performance Management
#Coaching and Training
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Abhinav Kamrushi
Infosys Limited
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