A good routing and resource plan based on historical data should represent a typical day. However, for unplanned events that happen during a day, Resource Management is available to address temporary changes to skills and skill levels, such as increased volume.
Resource Management is not intended for bulk changes and may disrupt mission critical system requests.
Launching Resource Management from the hierarchy is not recommended because the number of agents and agent data pulled might be very large and impact performance. Genesys recommends launching Resource Management from the Agent Groups pane, the Applications pane in CCAdv, or Contact Group pane in WA, in order to pull less than 150 agents.
The Notification Lists and Notification Templates pages in the Administration module are applicable to the Resource Management console.