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Glossary:Workforce Management

Also known as WFM. Provides contact-center managers with the tools that they need to manage their workforce better. The product offers the ability to create accurate staffing plans that take into account not only projected contact volumes and average handle times, but also the various skills and skill levels of their agent population. This is achieved through advanced forecasting, scheduling, contact-center performance monitoring, and real-time agent-adherence capabilities.

WFM integrates tightly with the Framework components of the Genesys CIM Platform. Agents and their skill sets are entered and maintained in Configuration Manager, so that there is no need to reenter this information in a stand-alone workforce management application. This integration also allows contact centers to leverage real-time statistics, contact-center performance, and agent-adherence data across all communication channels.

Designed for the true multimedia, multi-site environment, WFM provides optimal schedules for multi-skilled agents who may handle customer interactions of different media types. Agent preferences, skills, proficiency, customer segmentation, historical trends such as e-mail response times, and outbound call lengths all are considered within the forecast, schedule, and adherence components.


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This page was last modified on November 27, 2013, at 15:37.