Genesys±À¥Xworkforce management 7.2ª©(­^)

Genesys Telecommunications Laboratories has released a version of its workforce management (WFM) application as part of the Genesys 7.2 contact center suite release. The enhanced WFM component of 7.2 gives companies greater insight into their staffing operations. A major cost factor for most contact centers is “human capital?(the number of employees a company needs to fulfill operations). Genesys WFM assists enterprises by assessing anticipated staffing levels and then helping coordinate agent schedules in real-time to ensure staffing levels within the call center are optimized.
The contact center managers schedule employees for work several weeks in advance and are forced to adjust schedules due to factors such as agents calling in sick, taking off time, or the addition of training sessions or meetings. The intra-day re-optimization feature allows managers to re-align agent schedules throughout the day to ensure workloads are covered. Contact center managers can notify agents of changes to their schedules through an instant message, or the new Genesys WFM notification feature can automatically deliver an e-mail to the agents who can log-in to Genesys WFM through their Web browser to view the updated schedule.