9. - Workforce Management

WFM OVerview & Setup

Genesys Workforce Management (WFM) Overview & Setup Documentation

Study Notes

Topic Description
WFM Purpose Manage forecasting, scheduling, intraday management, adherence, and capacity planning
Core Capabilities AI-powered forecasting, multi-media scheduling, real-time monitoring, adherence tracking
Organization Business Units contain Management Units contain Sites contain Teams
Key Features Multi-channel support (voice, email, chat, callback, messaging, workitems)
Integration Tightly integrated with Genesys Administrator for skills and real-time data
Architecture Hierarchical org structure with permissions at BU and MU levels

Navigation

Admin → Workforce Management OR Home → Workforce Management → [Module Name]

WFM Overview

Genesys Workforce Management provides comprehensive tools to manage contact center workforce through forecasting, scheduling, intraday management, real-time adherence monitoring, and capacity planning. WFM enables organizations to create accurate staffing plans accounting for projected volumes, average handle times, agent skills, and business constraints.

Workforce Management is designed for multi-media, multi-site environments, providing optimal schedules for multi-skilled agents handling different interaction types. Agent preferences, skills, proficiency levels, customer segmentation, historical trends, email response times, and outbound call lengths are all considered within forecast, schedule, and adherence components.

Core Modules

Key Capabilities

Edition & Module Requirements

Requirement Details
Minimum Edition Genesys Cloud CX 2-4, Digital, or WEM Add-ons
Licensing Dedicated WFM licensing per organization
Setup Requires WFM configuration and integration with Genesys Administrator
Multicloud Available for Genesys Multicloud CX and Genesys Engage
Mobile Agent self-service available on iOS and Android

WFM Architecture

Genesys Workforce Management Structure

Business Unit (BU)
├─ Max: 5,000 agents
├─ Forecasts created at BU level
├─ Schedules created at BU level
├─ One master schedule per BU active at a time
│
├─ Management Unit 1 (MU)
│  ├─ Max: 1,500 agents
│  ├─ Represents department, site, or location
│  ├─ Access control at MU level
│  └─ Time-off requests managed at MU level
│
├─ Management Unit 2 (MU)
│  ├─ Site A
│  │  ├─ Team 1
│  │  │  └─ Agents (10-50)
│  │  └─ Team 2
│  │     └─ Agents (10-50)
│  │
│  └─ Site B
│     └─ Agents
│
└─ Management Unit 3 (MU)
   └─ Virtual agents (remote workers)

WFM Workflow Overview

WFM Management Lifecycle:

PLANNING PHASE:
├─ Define business units and management units
├─ Set up service goals and planning groups
├─ Configure staffing groups and contracts
└─ Establish permissions and access controls

FORECASTING PHASE:
├─ Gather historical interaction data
├─ Create forecast scenarios
├─ Use AI (Automatic Best Method) for accuracy
├─ Validate and publish Master Forecast
└─ Forecast available for scheduling

SCHEDULING PHASE:
├─ Receive published Master Forecast
├─ Create schedule scenarios (up to 6 weeks)
├─ Balance forecasted demand with constraints
├─ Optimize for service levels and contracts
├─ Publish to Master Schedule
└─ Schedule available to agents

OPERATIONS PHASE:
├─ Real-time intraday monitoring
├─ Adherence tracking vs schedule
├─ Real-time adjustments as needed
├─ Capacity management
└─ Performance metrics tracking

FEEDBACK PHASE:
├─ Capture actual vs forecast variance
├─ Gather interaction data
├─ Analyze adherence patterns
└─ Refine future forecasts and schedules

Edition Comparison

Feature CX 2 CX 3 CX 4 WEM Add-on
Basic WFM ✓ ✓ ✓ ✓
Forecasting ✓ ✓ ✓ ✓
Scheduling ✓ ✓ ✓ ✓
Intraday Mgmt ✓ ✓ ✓ ✓
Real-Time Adherence ✓ ✓ ✓ ✓
Advanced Analytics Limited ✓ ✓ ✓
Capacity Planning Limited ✓ ✓ ✓
Agent Self-Service ✓ ✓ ✓ ✓

Initial Setup Steps

Step 1: Organizational Structure Design

  1. Define Business Units

    • Group by operational objectives
    • Each BU forecasts/schedules together
    • Max 5,000 agents per BU

  2. Define Management Units (within each BU)

    • Represent departments/sites/locations
    • Max 1,500 agents per MU
    • Enable permission boundaries

  3. Define Sites (within each MU)

    • Physical locations or virtual groups
    • Agents assigned to sites

Step 2: Configure WFM Settings

  1. Navigate to Admin → Workforce Management
  2. Set default time zones
  3. Configure week start day
  4. Set up planning period (typically 26 weeks)
  5. Enable required modules

Step 3: Create Planning Groups

  1. Define by media type and queue/route
  2. Configure service goals
  3. Set staffing requirements
  4. Establish activity/skill mappings

Step 4: Configure Agents

  1. Assign skills and proficiency levels
  2. Assign to teams and sites
  3. Set contracts and work rules
  4. Configure preferences

Step 5: Set Permissions

  1. Assign WFM roles:

    • Administrator (full access)
    • Supervisor (forecasting/scheduling)
    • Analyst (reporting/analytics)
    • Agent (self-service)

  2. Grant at Business Unit level:

    • Forecasting permissions
    • Schedule creation/editing

  3. Grant at Management Unit level:

    • Time-off approvals
    • Team-specific schedules

Step 6: Integration

  1. Connect to Genesys Administrator
  2. Enable real-time statistics via Stat Server
  3. Configure Data Aggregator
  4. Set up Universal Routing integration
  5. Enable agent portal (web and mobile)

Key Terminology

Term Definition
Business Unit (BU) Group of Management Units sharing common operational objectives
Management Unit (MU) Group of agents within a BU (max 1,500)
Site Physical location or virtual grouping within an MU
Team Collection of agents within a site
Activity Type of work (inbound calls, emails, chats, etc.)
Planning Group Workload organized by media type and route
Service Goal Target metrics (SL, ASA, abandon rate)
Master Forecast Published forecast scenario used for scheduling
Master Schedule Published schedule scenario used by agents
Work Plan Definition of shifts, breaks, meals, contracts
Staffing Group Cluster of agents with similar skills
Adherence Agent's actual activity vs scheduled activity

Multi-Channel Support

WFM manages workloads across:

Each media type:

Real-World Example

Mid-Market Financial Services Contact Center

Organization Structure:

Financial Services Company
│
├─ Business Unit: North America Operations
│  │
│  ├─ Management Unit: Support (500 agents)
│  │  ├─ Site: New York (200 agents)
│  │  │  ├─ Team: Tier 1 Support (100)
│  │  │  └─ Team: Tier 2 Support (100)
│  │  │
│  │  └─ Site: Dallas (300 agents)
│  │     ├─ Team: Tier 1 Support (150)
│  │     └─ Team: Tier 2 Support (150)
│  │
│  └─ Management Unit: Sales (300 agents)
│     ├─ Site: New York (150)
│     └─ Site: Dallas (150)
│
└─ Business Unit: International Operations
   ├─ Management Unit: Europe (400 agents)
   └─ Management Unit: APAC (350 agents)

Media Types:
├─ Voice (70% of volume)
├─ Email (15% of volume)
├─ Chat (10% of volume)
└─ Callback (5% of volume)

Planning Groups:
├─ Support - Inbound Voice
├─ Support - Email (3-4 hour response)
├─ Support - Chat
├─ Sales - Outbound Calls
└─ Sales - Sales Chat

Service Goals:
├─ Support: 80% SL, 20 sec ASA, 5% abandon
└─ Sales: 75% SL, 30 sec ASA, 10% abandon

Staffing Model:
├─ Full-time agents (40 hrs/week, 5 days)
├─ Part-time agents (20 hrs/week, 3 days)
├─ Flex agents (variable hours)
└─ Remote agents (work-from-home)

Best Practices

Organization Design

Access Control

Data Quality

Configuration

Common Setup Issues

Issue Cause Resolution
Can't create forecasts Missing BU-level permissions Grant Forecast > Create permission at BU
Agents not in scheduling Not assigned to sites/teams Configure agent site/team assignments
Inaccurate forecasts Poor historical data Clean data, ensure 90+ days available
Schedule conflicts Contract violations Review contract rules, adjust availability
Adherence issues Unclear activity codes Simplify, train agents on correct codes
Permission problems Incorrect scope (MU vs BU) Verify permission level and scope

Interview Cheat Sheet

Question Answer
What is WFM? Software for forecasting, scheduling, intraday monitoring, and adherence
What's a Business Unit? Group of MUs sharing operational objectives, forecasts/schedules at BU level
What's a Management Unit? Group of agents within BU (max 1,500), enables permission boundaries
How many agents per BU? Max 5,000 agents per business unit
How many agents per MU? Max 1,500 agents per management unit
Where are forecasts created? At Business Unit level
Where are schedules created? At Business Unit level
How many schedules per BU? One master schedule per BU at a time
What channels does WFM support? Voice, email, chat, callback, messaging, workitems
What's a planning group? Workload organized by media type and route
What's the forecasting basis? Volume (Offered) and Average Handle Time (AHT)
What's Service Goal? Target metrics (Service Level, ASA, abandon rate)
Where are permissions granted? At BU level for forecasting, at MU level for time-off
How long is scheduling window? 26 weeks prior and 26 weeks future from current
What's a work plan? Definition of shifts, breaks, meals, contracts

Key Takeaways

Additional Resources

Official Documentation

Support & Training

Document Version Info

Last Updated: March 2026
Source: Genesys WFM Official Documentation
Validated: Current with January-March 2026 releases
Version: 1.0

Business & Management Units

Genesys WFM Business & Management Units Documentation

Study Notes

Topic Description
Business Unit Organizational unit grouping management units sharing objectives
Management Unit Sub-unit containing agents (max 1,500 per MU)
Agent Capacity 5,000 max per BU, 1,500 max per MU
Hierarchy BU → MU → Site → Team → Agent
Permissions Granted at BU level for forecasting, MU level for local control
Multi-MU Scheduling Forecasts/schedules run across all MUs in a BU simultaneously

Navigation

Admin → Workforce Management → Business Units OR Admin → Workforce Management → Management Units

Business Units Overview

In workforce management, business units enable customers to organize their agents and leverage permissions to meet business needs. Business units allow customers to configure agents who share queues into more than one management unit. The agent capacity for management unit is 1,500 agents; however, business units help alleviate this limitation by providing support for up to 5,000 agents per business unit.

Business units enable cross-management unit scheduling and forecasting within the same business unit. Forecasts and schedules run at the business unit level, and administrators can create the most efficient schedules by factoring in coverage from all agents in more than one management unit within the business unit.

Business Unit Characteristics

Business Unit Use Cases

Management Units Overview

Management Units are groups of agents within a business unit. They can represent a department, site, or geographic location within the same business unit. Management units provide organizational flexibility and permission boundaries.

Management Unit Characteristics

Management Unit Use Cases

Hierarchy Structure

Organizational Hierarchy Example:

Business Unit: North America (4,800 agents)
│
├─ Management Unit: New York Operations (1,200 agents)
│  ├─ Site: Manhattan (600 agents)
│  │  ├─ Team: Support Tier 1 (150 agents)
│  │  ├─ Team: Support Tier 2 (150 agents)
│  │  ├─ Team: Sales (150 agents)
│  │  └─ Team: Billing (150 agents)
│  │
│  └─ Site: Brooklyn (600 agents)
│     └─ 4 teams (150 each)
│
├─ Management Unit: Dallas Operations (1,200 agents)
│  ├─ Site: Downtown (600 agents)
│  └─ Site: Suburb (600 agents)
│
├─ Management Unit: Remote Operations (1,200 agents)
│  └─ Virtual site (1,200 remote agents)
│
└─ Management Unit: Outsourced Partners (1,200 agents)
   └─ Partner site (1,200 vendor agents)

Agent Distribution:
├─ MU1: 1,200 agents (25%)
├─ MU2: 1,200 agents (25%)
├─ MU3: 1,200 agents (25%)
├─ MU4: 1,200 agents (25%)
└─ Total BU: 4,800 agents (80% of 5,000 capacity)

Permission Model

Business Unit Level Permissions

Permissions granted at BU level apply to entire business unit:

Management Unit Level Permissions

Permissions granted at MU level apply only to that MU:

Permission Matrix

Feature                 BU Level    MU Level
────────────────────────────────────────────
Forecasting            ✓ Full      ✗ No
Schedule Generation    ✓ Full      ✗ No
Intraday Management    ✓ Full      ✓ View
Real-Time Adherence    ✓ Full      ✓ View
Time-Off Approvals     ✗ No        ✓ Full
Team Management        ✗ Limited   ✓ Full
Agent Assignment       ✓ Full      ✓ Limited
Reporting              ✓ Full      ✓ Limited
Configuration          ✓ Full      ✓ Limited

Capacity Planning

Agent Capacity Calculations

Example 1: Single MU Organization

Business Unit: Small Contact Center
├─ Management Unit: Support (800 agents)
│  └─ Capacity Used: 800/1,500 (53%)
└─ Business Unit Total: 800/5,000 (16%)

Growth Plan:
├─ Year 1: Add 200 agents → 1,000 total
├─ Year 2: Add 300 agents → 1,300 total
└─ Year 3: Need to split → Create 2nd MU

Example 2: Multi-MU Organization

Business Unit: Enterprise Contact Center
├─ Management Unit 1: NYC (1,400 agents) - 93%
├─ Management Unit 2: Dallas (1,350 agents) - 90%
├─ Management Unit 3: Remote (1,200 agents) - 80%
├─ Management Unit 4: Outsourced (950 agents) - 63%
└─ Business Unit Total: 4,900/5,000 (98%)

Challenge: Almost at BU capacity
Solution:
├─ Option 1: Create new BU for new location
├─ Option 2: Split existing MU to another BU
└─ Option 3: Reduce headcount in lowest-performing MU

Exceeding Capacity

If MU exceeds 1,500 agents:

If BU exceeds 5,000 agents:

Configuration

Creating a Business Unit

  1. Navigate to Admin → Workforce Management → Business Units

  2. Click Create Business Unit

  3. Configure:

    • Name - Unique within WFM environment
    • Time Zone - Default for all sites
    • Week Start Day - Monday-Sunday default
    • Data Aggregator - Specify DA instance
    • Stat Server - Auto-populated from DA
    • Tenant - Genesys environment name
    • Tenant Password - Required for connection

  4. Add Sites

    • Associate multiple sites if needed
    • Each site belongs to one MU
    • Sites can have multiple teams

  5. Finalize and Save

Creating a Management Unit

  1. Navigate to Admin → Workforce Management → Management Units

  2. Click Create Management Unit

  3. Configure:

    • Name - Unique within WFM
    • Business Unit - Select parent BU
    • Description - Optional (recommended)
    • Team Structure - Define teams if needed

  4. Add Sites

    • Assign existing sites
    • Or create new sites
    • Max 1,500 agents per MU

  5. Assign Agents

    • Add individual agents
    • Or bulk import from CSV
    • Set agent properties

  6. Finalize and Save

Real-World Scenarios

Scenario 1: Scaling Beyond 1,500 Agents

Current State:

Business Unit: Support Operations
└─ Management Unit: Support Team
   └─ 1,500 agents (at capacity)

New Hire Requirements: +200 agents needed

Solution: Split into Two MUs

Business Unit: Support Operations
├─ Management Unit: Support - Group A (1,350 agents)
│  └─ Location: NYC + Boston
├─ Management Unit: Support - Group B (1,200 agents)
│  └─ Location: Dallas + Remote
└─ Business Unit Total: 2,550/5,000 (51%)

Benefits:
├─ Accommodates growth
├─ Local team management at MU level
├─ Still shared forecasting/scheduling
└─ Room for future expansion

Scenario 2: Multi-Location Organization

Company Structure:

Financial Services - 3,600 employees in support

Business Unit: Global Support
├─ Management Unit: North America (1,500)
│  ├─ Site: New York (750)
│  └─ Site: Dallas (750)
├─ Management Unit: Europe (1,200)
│  ├─ Site: London (600)
│  └─ Site: Dublin (600)
└─ Management Unit: Outsourced (900)
   └─ Site: Philippines (900)

Forecasting:
├─ Single global forecast across all 3 MUs
├─ Factors in time zone differences
├─ Optimizes scheduling for 24/7 coverage
└─ Published to master schedule covering all locations

Agent Movement:
├─ Can't move agents between MUs automatically
├─ Must manually reassign for temporary overflow
├─ Permanent transfers require admin action

Scenario 3: Outsourced Partner Integration

Setup:

Business Unit: Multi-Channel Support (2,500 agents)
├─ Management Unit: Internal Team (1,500)
│  └─ Full control over scheduling/policies
├─ Management Unit: Outsourced Partner (1,000)
│  └─ Integrated into unified forecasting
└─ Benefits:
    ├─ Single forecast across internal + outsourced
    ├─ Unified scheduling window
    ├─ Coordinated service goals
    └─ Partner agents included in adherence

Challenges:
├─ Different contracts/rules per MU
├─ Partner availability limitations
├─ Communication across organizations

Best Practices

Organization Design

Permission Management

Agent Assignment

Growth Planning

Common Issues & Solutions

Issue Cause Solution
Can't add agent to MU MU at 1,500 limit Create new MU or split existing
Schedule won't generate Agents in multiple MUs missing Ensure all agents properly assigned
Permission denied for forecast Not BU-level permission Grant Forecast permission at BU level
Agents can't trade across MUs Not configured Enable cross-MU trading in settings
Time-off approval pending Wrong approval level Ensure MU-level approver assigned
Wrong time zone Inherited from parent Change at BU level or override at Site

Interview Cheat Sheet

Question Answer
What's a Business Unit? Group of MUs sharing operational objectives, max 5,000 agents
What's a Management Unit? Sub-unit within BU representing dept/site/location, max 1,500 agents
How does hierarchy work? BU → MU → Site → Team → Agent
Where are forecasts created? Business Unit level (includes all MUs)
Where are schedules created? Business Unit level (includes all MUs)
What permissions at BU level? Forecasting, scheduling, service goals, reporting
What permissions at MU level? Time-off approvals, team management, local scheduling
Can agents work across MUs? Yes, if they have required skills for queues
Can one agent be in two MUs? No, each agent assigned to one MU only
Max agents per BU? 5,000 agents
Max agents per MU? 1,500 agents
How many master schedules per BU? One active master schedule per BU
How to handle growth over 1,500? Create additional MU within same BU
How to exceed 5,000 agents? Create new business unit
Can MUs share queues? Yes, agents across MUs can handle same queues

Key Takeaways

Additional Resources

Official Documentation

Support & Training

Document Version Info

Last Updated: March 2026
Source: Genesys WFM Official Documentation
Validated: Current with January-March 2026 releases
Version: 1.0

Forecasting

Genesys WFM Forecasting Documentation

Study Notes

Topic Description
Master Forecast Published forecast scenario used for scheduling
Automatic Best Method AI analyzes 10+ algorithms to select best forecast
Forecasting Methods ABM, WHI, HDI, Import Forecast
Main Forecast Continuous daily calculation from latest data
Accuracy ABM: 85-92% vs Traditional: 70-80%
Planning Groups Organize workload by media type and route
Service Goals Define SL, ASA, abandon rate targets
Recalculation Main forecast recalculates nightly with new data

Navigation

Admin → Workforce Management → Forecasting OR Menu → Workforce Management → Forecasting → Forecasts

Forecasting Overview

Forecasting is the process of predicting future contact volume and average handle time to determine required staffing levels. WFM uses forecasts to create optimal schedules that balance service level goals with operational efficiency.

Forecasts form the foundation of workforce planning. Accurate forecasts drive better schedules, which drive better adherence, which drives better service levels. The forecasting process involves analyzing historical data, selecting appropriate forecasting methods, validating scenarios, and publishing the best scenario to become the Master Forecast.

Forecasting Objectives

Forecasting Scope

Forecasting Methods

1. Automatic Best Method (ABM)

Automatic Best Method is the AI-powered forecasting approach that analyzes historical interaction data and automatically selects the most accurate forecasting algorithm from 10+ methods.

How ABM Works:

Historical Data Input
        ↓
Analyze 10+ Forecasting Algorithms:
├─ Moving Average
├─ Exponential Smoothing
├─ Trend Analysis
├─ Seasonal Decomposition
├─ Regression Models
├─ Time Series Analysis
└─ ... 4+ additional models
        ↓
Evaluate Each Against Historical Data
├─ Calculate accuracy metrics
├─ Test fit quality
├─ Assess seasonal patterns
└─ Validate trend capture
        ↓
Select Best Performing Model
├─ Lowest error rate
├─ Best seasonal fit
├─ Most stable predictions
└─ Confidence validation
        ↓
Generate Forecast
├─ Volumes (Offered)
├─ AHT (Average Handle Time)
└─ Staffing Requirements

ABM Characteristics:

When to Use ABM:

ABM Limitations:

2. Weighted Historical Index (WHI)

Weighted Historical Index allows forecasters to assign importance to specific historical periods, enabling forecasts that reflect anticipated trends or business changes.

How WHI Works:

Select Historical Periods
        ↓
Assign Weights to Periods:
├─ Recent period: 40% weight (higher importance)
├─ Same season last year: 35% weight
├─ 2 years ago: 15% weight
└─ Older data: 10% weight
        ↓
Calculate Weighted Average
├─ Multiply volumes by weights
├─ Multiply AHT by weights
└─ Generate forecast
        ↓
Manual Adjustments
├─ Add/subtract for known events
├─ Adjust for staffing changes
└─ Account for market changes
        ↓
Forecast Output

WHI Characteristics:

When to Use WHI:

WHI Limitations:

3. Historical Data Import (HDI)

Historical Data Import enables importing external historical data via CSV files, useful for organizations lacking internal historical data or integrating data from legacy systems.

How HDI Works:

Prepare Historical Data CSV:
├─ Date, Time, Interactions Offered
├─ Date, Time, Average Handle Time
└─ Format per Genesys specifications

Upload CSV File
        ↓
Data Validation
├─ Check date formats
├─ Validate interaction counts
├─ Verify AHT values
└─ Check for gaps

Map to Planning Groups
├─ Assign data to queues/routes
├─ Set media types
└─ Configure mapping rules

Import and Store
├─ Historical data added to system
├─ Available for forecasting
└─ Retained for 90+ days

Create Forecast
├─ ABM or WHI using imported data
├─ Generate volumes and AHT
└─ Publish to master forecast

HDI Characteristics:

When to Use HDI:

HDI Limitations:

4. Import Forecast

Import Forecast supports uploading externally generated forecasts into Genesys Cloud, integrating with existing forecasting systems or third-party tools.

How Import Forecast Works:

External Forecast Generation:
├─ Create in Excel/third-party tool
├─ Calculate volumes and AHT
├─ Format per specifications
└─ Validate accuracy

Export as CSV/XML
        ↓
Upload to Genesys WFM
├─ Select planning group
├─ Map forecast period
└─ Validate format

System Processing:
├─ Parse forecast data
├─ Validate ranges
├─ Check for completeness
└─ Store in system

Publish to Master Forecast
├─ Available for scheduling
├─ Used for staffing calculations
└─ Drives schedule generation

Import Forecast Characteristics:

When to Use Import Forecast:

Import Forecast Limitations:

Main Forecast

The Main Forecast is a special forecast calculated continuously (typically nightly) based on all available historical data. It provides the baseline forecast that can be used immediately or modified through scenarios.

Main Forecast Characteristics:

Main Forecast Flow:

Day 1: Historical Data (30 days)
        ↓ Nightly Calculation
        ↓ Main Forecast Published
        ↓
Day 2: Historical Data (30 days) + Day 1 New Data
        ↓ Nightly Calculation
        ↓ Main Forecast Updated
        ↓
Ongoing: Continuous refinement with new daily data

Planning Groups

Planning Groups organize workloads by specific media types and route paths, enabling targeted forecasting and scheduling.

Planning Group Components:

Planning Group: Support - Inbound Voice
├─ Media Type: Voice (inbound)
├─ Queue/Route: Support_Queue_001
├─ Skill Required: Support_Skill_Level_2+
├─ Service Goal: 80% SL, 20 sec ASA, 5% abandon
├─ Staffing Group: Support_Agents
└─ Forecast Data: Volume + AHT

Planning Group: Sales - Outbound Calls
├─ Media Type: Voice (outbound)
├─ Campaign: Q1_Spring_Campaign
├─ Skill Required: Sales_Skill_Level_1+
├─ Service Goal: Contact 50% of list, 5 min calls
├─ Staffing Group: Sales_Agents
└─ Forecast Data: Dialing ratio + AHT

Planning Group: Support - Email
├─ Media Type: Email
├─ Queue: Support_Email_Queue
├─ Response Time Goal: 4 hours
├─ Staffing Group: Support_Agents
└─ Forecast Data: Volume + AHT

Planning Group: Chat Support
├─ Media Type: Chat
├─ Route: Support_Chat_Route
├─ Concurrency: 4-5 chats per agent
├─ Response Time: Immediate
└─ Forecast Data: Offered + AHT

Planning Group Creation:

  1. Navigate to Admin → Workforce Management → Planning Groups
  2. Click Create Planning Group
  3. Configure:
    • Name - Unique identifier
    • Business Unit - Parent BU
    • Media Type - Voice, Email, Chat, Callback, Messaging, Workitems
    • Queue/Route - Associated queue or route
    • Service Goal - Target metrics
    • Staffing Model - Agents to use
  4. Save and activate

Planning Group Best Practices:

Service Goals

Service Goals define the performance targets for a planning group: Service Level, Average Speed to Answer, and Abandonment Rate.

Service Goal Components:

Service Goal Template: Premium Support
├─ Service Level Goal: 80%
│  └─ Definition: 80% of calls answered within 20 seconds
├─ Average Speed to Answer: 20 seconds
│  └─ Definition: Average answer time across all calls
├─ Abandon Rate: 5%
│  └─ Definition: Max 5% of offered calls abandoned
├─ Media Type: Voice
├─ Time Intervals: Hourly
└─ Period: Weekly

Service Goal Template: Standard Support
├─ Service Level Goal: 75%
├─ Average Speed to Answer: 30 seconds
├─ Abandon Rate: 8%
└─ More lenient targets for lower-volume periods

Service Goal Template: Email Support
├─ Service Level Goal: 95% within 4 hours
├─ Average Speed to Answer: 2 hours (median response)
├─ Abandon Rate: 0% (not applicable)
└─ Media Type: Email

Service Goal Best Practices:

Forecasting Process

Step 1: Data Preparation

  1. Ensure 90+ days of historical data available
  2. Validate data accuracy
  3. Check for gaps or anomalies
  4. Clean outliers if necessary
  5. Confirm queue/route mappings

Step 2: Create Scenario

  1. Navigate to Forecasts → Scenarios
  2. Click New Scenario
  3. Configure:
    • Name - e.g., "Q2_2026_Base_Forecast"
    • Period Start - Beginning of forecast
    • Period End - 26 weeks forward
    • Planning Groups - Select which to include
  4. Create scenario

Step 3: Build Volumes

  1. Open scenario
  2. Click Build Volumes
  3. Select forecasting method:
    • ABM - Recommended for accuracy
    • WHI - For known business changes
    • Template - Copy from similar period
  4. Configure method-specific settings
  5. Generate volumes

Step 4: Build AHT

  1. Open scenario volumes
  2. Click Build AHT
  3. Select method (typically same as volumes)
  4. Configure AHT-specific settings
  5. Generate AHT

Step 5: Review & Validate

  1. Open Scenario Volumes view
  2. Review volume trends:
    • ✓ Match business expectations
    • ✓ Seasonal patterns visible
    • ✓ Growth/decline appropriate
    • ✓ No obvious anomalies
  3. Open Scenario Staffing view
  4. Review staffing requirements:
    • ✓ Realistic agent counts
    • ✓ Service level achievable
    • ✓ Aligned with budget
    • ✓ Growth manageable

Step 6: Compare Scenarios

  1. Create multiple scenarios if desired
  2. Compare side-by-side:
    • Volume projections
    • Staffing requirements
    • Cost implications
    • Service level achievement
  3. Select best scenario

Step 7: Publish to Master Forecast

  1. Open best scenario
  2. Click Publish to Master Forecast
  3. Confirm publication
  4. Master Forecast now available for scheduling

Step 8: Monitor & Adjust

  1. Track actual vs forecast weekly
  2. Calculate variance:
    • Volume Variance = (Actual - Forecast) / Forecast
    • AHT Variance = (Actual - Forecast) / Forecast
  3. Adjust future forecasts based on variance
  4. Recalculate Main Forecast

Forecasting Accuracy

Measuring Accuracy

Volume Accuracy:

Forecast Accuracy = 1 - |Actual - Forecast| / Actual

Example:
Forecasted Offered: 1,000 calls
Actual Offered: 980 calls
Variance: |980 - 1,000| / 1,000 = 2%
Accuracy: 98%

AHT Accuracy:

Forecasted AHT: 420 seconds
Actual AHT: 410 seconds
Variance: |410 - 420| / 420 = 2.4%
Accuracy: 97.6%

Overall Forecast Accuracy:

Factors Affecting Accuracy

Positive Factors:

Negative Factors:

Improving Forecast Accuracy

  1. Data Quality

    • Validate interaction data
    • Remove duplicate entries
    • Correct time stamps
    • Clean outliers appropriately

  2. Time Frame Selection

    • Use 90+ days of data
    • Include full seasonal cycle
    • Exclude anomalous periods
    • Weight recent data higher

  3. Method Selection

    • Use ABM for stable patterns
    • Use WHI for known changes
    • Test multiple methods
    • Compare results

  4. Ongoing Monitoring

    • Track actual vs forecast weekly
    • Identify variance sources
    • Adjust future forecasts
    • Document lessons learned

  5. Business Communication

    • Inform of known changes
    • Get campaign dates in advance
    • Understand staffing constraints
    • Align on service goals

Real-World Examples

Example 1: New Contact Center (Using HDI)

Scenario: New financial services contact center
Problem: No historical data in Genesys
Solution: Historical Data Import

Process:
1. Obtain 6 months of data from legacy system
2. Format as CSV (Date, Time, Volume, AHT)
3. Upload to WFM via Historical Data Import
4. Validate imported data (1,000+ calls/day confirmed)
5. Create ABM forecast using imported data
6. Generate 26-week forecast with 85% confidence
7. Publish to Master Forecast
8. Create schedules based on forecast
9. Begin tracking actual vs forecast
10. Refine with real Genesys data over time

Result: Forecast accuracy 82% week 1, improving to 90% by week 12

Example 2: Seasonal Business (Using WHI)

Scenario: Retail customer service (high holiday season)
Problem: Regular ABM doesn't account for expected surge
Solution: Weighted Historical Index

Process:
1. Run ABM to get baseline forecast
2. Weight recent 4 weeks: 50%
3. Weight same season last year: 30%
4. Weight 2 years ago: 20%
5. Manual adjustment: +25% for new catalog
6. Manual adjustment: +10% for holiday promotions
7. Result: 15,000 calls/day (vs ABM baseline 12,000)
8. Schedule accordingly with additional flex agents
9. Publish to Master Forecast
10. Monitor first week for variance

Result: Forecast accuracy 88% during peak season
Alternative: Would have been 65% with unmodified ABM

Example 3: Business Event (Using Import Forecast)

Scenario: Product launch with external forecast
Problem: Marketing has already forecasted demand impact
Solution: Import Forecast from external source

Process:
1. Marketing provides forecast:
   - Week 1: +30% volume increase
   - Week 2: +50% volume increase
   - Week 3: +40% volume increase
   - Week 4-8: Declining to normal
2. Obtain volumes from marketing
3. Format as CSV per Genesys spec
4. Upload via Import Forecast
5. Map to Support planning group
6. Validate import completeness
7. Publish to Master Forecast
8. Create high-staffing schedule for weeks 1-3
9. Monitor actual vs marketing forecast
10. Adjust staffing based on real results

Result: Forecast accuracy 92% (marketing expertise applied)
Cost: Hired 50 temporary agents, all utilized during surge

Best Practices

Forecasting Process

Data Management

Continuous Improvement

Interview Cheat Sheet

Question Answer
What's ABM? Automatic Best Method - AI selects best algorithm from 10+
ABM accuracy? 85-92% (vs traditional 70-80%)
ABM data requirement? Minimum 90 days historical data
When use ABM? Mature center, good data, want best accuracy
When use WHI? Known business changes, want forecaster control
When use HDI? New center, migrating systems, external data
When use Import? External forecast available, specialized models
What's Main Forecast? Automatically calculated nightly using all data
What's planning group? Organizes work by media type and route
What's service goal? Targets for SL, ASA, abandon rate
Where forecasts created? Business Unit level
How far forward? 26 weeks (can search up to 104)
How often recalculate? Main forecast nightly, scenarios on demand
Forecast impacts? Drives scheduling, staffing, service level
How measure accuracy? Compare actual vs forecast volume and AHT

Key Takeaways

Additional Resources

Official Documentation

Support & Training

Document Version Info

Last Updated: March 2026
Source: Genesys WFM Official Documentation
Validated: Current with January-March 2026 releases
Version: 1.0

Scheduling & Work Plans

Genesys WFM Scheduling & Work Plans Documentation

Study Notes

Topic Description
Scheduling Methods 3 approaches: Load-based (forecast), Shift pattern, Blank schedule
Schedule Window 26-week visibility (±26 weeks from current), one master per BU
Generation Period Maximum 6 weeks at a time
Work Plan Defines shifts, breaks, meals, contracts, weekly constraints
Shift Items Breaks and meals with time windows and configuration
Schedule Bidding Agents bid on pre-created schedules
Master Schedule Published schedule available to all agents

Navigation

Admin → Workforce Management → Scheduling OR Menu → Workforce Management → Scheduling → Schedules

Scheduling Overview

Scheduling is the process of assigning agents to work times that balance forecasted demand, service level goals, agent preferences, contract obligations, and business constraints. WFM scheduling creates optimal schedules for multi-skilled agents handling different interaction types across multiple sites.

The scheduler considers each agent's individual skills, contracted working rules, and calendar items to identify when each agent can work and what work they will perform. Once finalized, schedules are published to the Master Schedule where agents view and potentially trade them.

Scheduling Objectives

Scheduling Scope

Three Scheduling Methods

WFM provides three primary scheduling methods, each suited to different scenarios:

Method 1: Load-Based Scheduling with Forecasts

Load-based scheduling uses the published Master Forecast to determine required staffing at each hour, then creates agent schedules to meet those requirements.

How Load-Based Scheduling Works:

Master Forecast Published
├─ Volume forecast (Offered)
├─ AHT forecast
└─ By planning group and hour

WFM Scheduler Receives Forecast
├─ Calculates required agents by hour
├─ Factors in service level goals
├─ Applies shrinkage rules
└─ Determines agent needs (staffing target)

Apply Constraints
├─ Agent skills and proficiency
├─ Contract working rules
├─ Availability and preferences
├─ Existing calendar items
├─ Team assignments

Generate Schedule
├─ Assign agents to shifts
├─ Balance workload across agents
├─ Optimize shift times
└─ Minimize over/under staffing

Optimize for Efficiency
├─ Minimize overtime
├─ Maximize full utilization
├─ Consider split shifts
├─ Adjust for specific requests

Output: Optimized schedule tied to demand

Load-Based Characteristics:

When to Use Load-Based:

Load-Based Limitations:

Load-Based Example:

Master Forecast for Support Planning Group:
Monday:  08:00-09:00: 50 calls, AHT 300s → Need 5 agents
         09:00-10:00: 75 calls, AHT 300s → Need 7 agents
         10:00-11:00: 100 calls, AHT 300s → Need 10 agents
         11:00-12:00: 95 calls, AHT 300s → Need 9 agents
         ... (continue for full day)

Schedule Generated:
- Agent1: 08:00-16:30 (8.5 hours, with 1 hour lunch)
- Agent2: 08:30-17:00 (8.5 hours, with 1 hour lunch)
- Agent3: 09:00-17:30 (8.5 hours, with 1 hour lunch)
- Agent4: 10:00-18:30 (8.5 hours, with 1 hour lunch)
- ...and so on

Result: 10 agents scheduled for peak period (10:00-11:00)
Efficiency: Minimal over/under staffing

Method 2: Shift Pattern-Based Scheduling (Without Forecasts)

Shift pattern-based scheduling creates schedules based on predefined shift patterns without using forecast data. Useful when forecasts are unavailable or when standard shifts are preferred.

How Shift Pattern Scheduling Works:

Define Shift Patterns (Work Plans)
├─ Pattern A: 09:00-17:30 (Monday-Friday)
├─ Pattern B: 10:00-18:30 (Tuesday-Saturday)
├─ Pattern C: Flex (varies by week)
└─ Pattern D: Part-time (13:00-17:00, Mon-Wed)

Determine Agent Allocation
├─ How many agents per pattern?
├─ How many full-time vs part-time?
├─ How many per location/team?
└─ How many per skill group?

Assign Agents to Patterns
├─ Match agent skills to patterns
├─ Consider preferences
├─ Balance across teams
└─ Respect availability

Generate Schedule
├─ Agents follow assigned patterns
├─ All agents same shift per week
├─ No forecast-based adjustments
└─ Predictable recurring schedule

Output: Consistent repeating schedule (no forecast needed)

Shift Pattern Characteristics:

When to Use Shift Pattern:

Shift Pattern Limitations:

Shift Pattern Example:

Staffing Plan: 30 agents

Shift Pattern Distribution:
├─ Pattern A: 09:00-17:30, Mon-Fri (12 agents)
├─ Pattern B: 10:00-18:30, Tue-Sat (10 agents)
├─ Pattern C: 12:00-20:00, Wed-Sun (8 agents)
└─ Total: 30 agents, consistent coverage all day

Schedule Result:
├─ Agents A1-A12: Always 09:00-17:30
├─ Agents B1-B10: Always 10:00-18:30
├─ Agents C1-C8: Always 12:00-20:00
└─ Same schedule every week (no variation)

Method 3: Blank Schedule Creation

Blank schedules create agent slots with no agent names assigned, useful for:

Blank Schedule Methods:

3A. Profile-Based Scheduling:

Create Profiles (Agent Templates):
├─ Profile: Full-Time Support (40 hrs/week)
│  └─ Skills: Support_Level_2, Account_Mgmt
├─ Profile: Part-Time Support (20 hrs/week)
│  └─ Skills: Support_Level_1
├─ Profile: New Hire Flex (Variable)
│  └─ Skills: None yet (training)
└─ Profile: Sales Support (32 hrs/week)
    └─ Skills: Sales, Support_Level_1

Generate Blank Schedule Using Profiles:
├─ 20 Full-Time profiles (800 hours)
├─ 15 Part-Time profiles (300 hours)
├─ 5 New Hire profiles (160 hours)
└─ 10 Sales Support profiles (320 hours)

Result: 50 blank shifts, ready for agent assignment
Use: Plan hiring, test new patterns, create bidding pools

3B. Schedule Bidding:

Create Blank Schedule
├─ 30 distinct shifts (no agent names)
├─ All with required skills
└─ Covering all time periods

Open for Agent Bidding
├─ Agents view 30 available shifts
├─ Rank preferences: 1 (most wanted) to 30
├─ Submit bids by deadline
└─ Supervisors review bids

WFM Automated Assignment
├─ Algorithm considers:
│  ├─ Agent preferences (bid ranking)
│  ├─ Seniority (longer tenure weighted higher)
│  ├─ Skill match
│  └─ Coverage requirements
└─ Output: Assigned schedule

Result: Fair assignment matching agent preferences
Benefit: High satisfaction, voluntary participation

Blank Schedule Characteristics:

When to Use Blank Schedule:

Work Plans

Work Plans define how agents work: shifts, breaks, meals, contracts, weekly constraints, and labor compliance rules.

Work Plan Components:

Work Plan: Standard Full-Time Support

1. Shift Definition
   ├─ Start Time: 08:00
   ├─ End Time: 16:30
   ├─ Duration: 8 hours 30 minutes
   ├─ Paid Hours: 8 hours (lunch unpaid)
   └─ Days Available: Monday-Friday

2. Breaks
   ├─ Break 1:
   │  ├─ Name: Morning Break
   │  ├─ Duration: 15 minutes
   │  ├─ Timing: 10:00-12:00 window
   │  └─ Paid: Yes
   ├─ Break 2:
   │  ├─ Name: Afternoon Break
   │  ├─ Duration: 15 minutes
   │  ├─ Timing: 14:00-15:30 window
   │  └─ Paid: Yes
   └─ Total Break: 30 minutes paid

3. Meals
   ├─ Meal: Lunch
   │  ├─ Duration: 1 hour
   │  ├─ Timing: 12:00-13:00 window
   │  ├─ Paid: No
   │  └─ Required: Yes

4. Work Rules (Contract)
   ├─ Min Hours/Week: 40
   ├─ Max Hours/Week: 40
   ├─ Max Consecutive Days: 5
   ├─ Min Hours/Day: 8
   ├─ Max Hours/Day: 9 (includes breaks/meal)
   ├─ Days Off Required: 2 consecutive
   └─ Overtime Rules: After 40 hrs/week

5. Weekly Constraints
   ├─ Min Full Days/Week: 5
   ├─ Max Split Days/Week: 1
   ├─ Min Days Off/Week: 2
   └─ Weekend Rule: Flexible

6. Planning Periods
   ├─ Planning Period: 1 week
   ├─ Minimum Periods: 4 weeks
   └─ Maximum Periods: 26 weeks

7. Additional Rules
   ├─ Lunch Hour Timing: 11:00-13:30 window
   ├─ Break Timing: 09:00-16:00 available
   ├─ Shift Flexibility: ±30 min start/end
   └─ Blending Allowed: Multiple activities/day

Work Plan Best Practices:

Creating a Work Plan:

  1. Navigate to Admin → Workforce Management → Work Plans
  2. Click Create Work Plan
  3. Define:
    • Shift patterns (start, end, duration)
    • Break configuration (when, how long, paid/unpaid)
    • Meal configuration (when, how long, paid/unpaid)
    • Work rules (min/max hours, consecutive days)
    • Weekly constraints (full days, split days, days off)
    • Planning period structure
  4. Save and activate

Work Plan Scenarios:

Example 1: Full-Time Permanent
├─ 08:00-16:30, Mon-Fri
├─ 30 min paid breaks
├─ 1 hour unpaid lunch
├─ 40 hours/week guaranteed
└─ Use: Core permanent staff

Example 2: Part-Time Flexible
├─ Variable 4-8 hours/day
├─ 15 min break per 4 hours
├─ 30 min lunch if >6 hours
├─ 20 hours/week average
└─ Use: Supplemental staff

Example 3: Shift Work (24/7 Coverage)
├─ Shift A: 07:00-15:00 (8 hours)
├─ Shift B: 15:00-23:00 (8 hours)
├─ Shift C: 23:00-07:00 (8 hours)
├─ Rotation: 3-day on, 4-day off
└─ Use: 24/7 contact centers

Example 4: Flex Hours
├─ Core hours: 10:00-15:00 (required)
├─ Flex hours: 08:00-10:00 or 15:00-18:00
├─ Total: 40 hours/week
├─ Breaktime: Flexible
└─ Use: Modern flexible work

Schedule Management

Creating a Schedule

Step 1: Schedule Setup

  1. Navigate to Admin → Workforce Management → Schedules
  2. Click Create Schedule
  3. Configure:
    • Name - Descriptive identifier (e.g., "Q2_2026_Week1-6")
    • Period Start - First day to schedule
    • Period End - Last day to schedule
    • Duration - Maximum 6 weeks
    • Business Unit - Select parent BU
    • Planning Groups - Include relevant groups
  4. Click Next

Step 2: Forecast Selection (Load-Based Only)

  1. Select Master Forecast or scenario
  2. Click Next

Step 3: Scheduling Method

  1. Select method:
    • Load-Based (with forecast)
    • Shift Pattern (without forecast)
    • Blank Schedule
  2. Configure method-specific options
  3. Click Next

Step 4: Constraints

  1. Verify agent assignments
  2. Confirm work plans
  3. Set parameters:
    • Allow overtime? Yes/No
    • Allow split shifts? Yes/No
    • Allow part-time? Yes/No
  4. Click Next

Step 5: Generate

  1. Click Generate Schedule
  2. WFM processes agents and shifts
  3. Creates optimized schedule
  4. Displays results

Step 6: Review & Adjust

  1. Review coverage by hour
  2. Check staffing levels:
    • ✓ Service level achievable
    • ✓ No excessive overtime
    • ✓ Agent preferences honored
    • ✓ No contract violations
  3. Make manual adjustments if needed
  4. Compare coverage to forecast

Step 7: Publish

  1. Click Publish to Master Schedule
  2. Confirm publication
  3. Schedule immediately available to agents
  4. Becomes official working schedule

Publishing Process

Schedule Generated
        ↓
Status: Draft (not yet published)
├─ Visible only to admins/supervisors
├─ Can be edited
├─ Can be deleted
└─ Agents cannot see

Manual Review Period
├─ Check coverage
├─ Verify service level
├─ Review agent satisfaction
└─ Make final adjustments

Click: Publish to Master Schedule
        ↓
Status: Published (now official)
├─ Visible to all agents
├─ Agents can request time-off
├─ Agents can trade shifts
├─ Enforced for adherence

Benefits:
├─ Only one master schedule per BU
├─ All agents see same official schedule
├─ Clear baseline for adherence
├─ Foundation for real-time monitoring

One Master Schedule Per Business Unit

Important Constraint:

Implication:

Scenario: Multi-week scheduling

Option A: Publish all at once
├─ Create 26-week schedule (6 weeks per period)
├─ Generate schedule periods 1-6 (weeks 1-6)
├─ Publish to master
├─ Weeks 1-6 active immediately
├─ During week 1: Generate periods 2-7 (weeks 7-12)
├─ At end of week 6: Publish next 26 weeks
└─ Result: Continuous 26-week visibility

Option B: Publish as needed
├─ Create schedule for weeks 1-6 only
├─ Publish to master
├─ During week 3: Create schedule for weeks 7-12
├─ At end of week 6: Publish weeks 7-12
├─ Result: Constant re-planning cycle

Schedule Window & Visibility

26-Week Window

The Schedules list displays a maximum of:

26-Week Window Example:

Today: March 10, 2026 (Week 11 of year)

Visible Window:
├─ Start: September 1, 2025 (Week 36-11 = Week 25 back)
│  └─ Actually visible: ~26 weeks back from now
├─ Current: March 10, 2026 (Week 11)
└─ End: September 1, 2026 (Week 36)
   └─ 26 weeks forward from now

Outside Visible Window:
├─ Before: August 2025 and earlier
│  └─ Available via search feature
├─ After: September 2026 and later
   └─ Available via search feature

Search Capability

The search feature extends beyond the 26-week window:

Scheduling Constraints

WFM applies multiple constraints during scheduling:

Agent-Level Constraints:

Contract-Level Constraints:

Team/Site-Level Constraints:

Business-Level Constraints:

Schedule Metrics

Coverage Analysis

Staffing Report:

Hour        Forecast    Scheduled   Variance    Coverage
────────────────────────────────────────────────────────
08:00-09:00    6 agents    6 agents   0 (0%)    ✓ 100%
09:00-10:00    8 agents    8 agents   0 (0%)    ✓ 100%
10:00-11:00   12 agents   11 agents  -1 (-8%)   ⚠ 92%
11:00-12:00   11 agents   11 agents   0 (0%)    ✓ 100%
12:00-13:00    9 agents    9 agents   0 (0%)    ✓ 100%
13:00-14:00   10 agents   10 agents   0 (0%)    ✓ 100%
14:00-15:00   10 agents   11 agents  +1 (+10%)  ✓ 110%
15:00-16:00    8 agents    8 agents   0 (0%)    ✓ 100%
16:00-17:00    6 agents    6 agents   0 (0%)    ✓ 100%
────────────────────────────────────────────────────────
Daily Total   80 agents   80 agents   0 (0%)    ✓ 100%

Analysis:
✓ Good overall coverage (100%)
⚠ Slight under-staffing at peak (10:00-11:00)
✓ Minimal over-staffing (hour 14:00)
✓ Efficient balance achieved

Efficiency Metrics

Schedule Efficiency Report:

Metric                          Value    Target   Status
────────────────────────────────────────────────────────
Total Scheduled Hours          4,000    4,020    96%
Required Staffing Hours        3,800    3,800   100%
Over-Staffing Hours              200      200    On-target
Overtime Hours (>40/week)        120      100     ⚠ High
Average Hours/Agent            40.0      40.0    ✓ On-target
Agents with Overtime            3/50       0      ⚠ 6%
Average Shift Length           8.5h      8.5h    ✓ On-target
Part-Time Usage                12/50     12/50   ✓ On-target
Multi-Activity Assignments    35/50     30/50   ✓ Good blend
Cost per Hour               $45.50    $45.00    ⚠ 1% over

Overall Efficiency: 94% (Good)

Real-World Examples

Example 1: 100-Agent Contact Center

Scenario: Mid-size support center, 100 agents

Master Forecast Published:
├─ Weekly volume: 15,000 calls
├─ Average AHT: 300 seconds
├─ Service level goal: 80% in 20 seconds
├─ Staffing required: ~95 agents

Work Plans:
├─ Full-time: 40 hrs/week (70 agents)
├─ Part-time: 20 hrs/week (20 agents)
├─ Flex: 10-30 hrs/week (10 agents)
└─ Total: 100 agents

Schedule Generated:
├─ Create 6-week schedule (weeks 1-6)
├─ Use load-based method with Master Forecast
├─ Generate optimized shifts
├─ Coverage verified:
│  ├─ Monday-Friday peak: 12-13 agents/hour
│  ├─ Monday-Friday valley: 5-6 agents/hour
│  ├─ Weekend: 3-4 agents (limited hours)
│  └─ Night: Minimal coverage (auto-handled)
├─ Overtime: 5% of agents (acceptable)
└─ Agent satisfaction: High (preferences honored)

Publish to Master Schedule
├─ Week 1 effective immediately
├─ Agents view on portal
├─ Time-off requests begin
└─ Adherence tracking starts

Management:
├─ Monitor actual vs forecast
├─ Handle shift trades
├─ Approve time-off requests
└─ Real-time adjustments as needed

Example 2: Growing Business (Scaling Up)

Scenario: Adding new team (20 agents) for new product

Situation:
├─ Current: 100 agents fully scheduled
├─ Adding: 20 new agents (onboarding week 3)
├─ Challenge: How to integrate new team?

Solution:

Phase 1 (Weeks 1-2): Current schedule
├─ Use existing 100-agent schedule
├─ All forecasts/schedules unchanged
└─ New team not yet integrated

Phase 2 (Week 3+): Reschedule with new team
├─ Week 2: Create new Master Forecast
│  ├─ Include new product volume
│  ├─ Adjust planning groups
│  └─ Recalculate staffing needs (now 115 agents)
├─ Week 2: Generate new schedule (weeks 3-8)
│  ├─ Include all 120 agents (100 existing + 20 new)
│  ├─ Use load-based method
│  ├─ Distribute new volume across team
│  └─ Assign new agents training hours
├─ Week 3: Publish new Master Schedule
│  ├─ Replaces previous master
│  ├─ All 120 agents see new schedule
│  ├─ Service level improved (more agents)
│  └─ Coverage now matches expanded demand

Result:
├─ Smooth integration of new team
├─ Service level maintained/improved
├─ Existing agents' schedules adjusted fairly
└─ New agents fully utilized from start

Example 3: Holiday Season Planning

Scenario: Retail support (holiday surge)

Situation:
├─ Normal staffing: 80 agents
├─ Holiday season: Expected 150% volume
├─ Duration: November 20 - January 5
├─ Challenge: Massive temporary spike

Solution:

1. Forecast Planning (October)
   ├─ Marketing provides volume projections
   ├─ Create ABM forecast with holiday data
   ├─ Result: 15,000→22,500 daily calls (50% increase)
   ├─ Staffing needed: 80 agents → 120 agents

2. Hiring & Training (October)
   ├─ Hire 40 temporary agents
   ├─ 2-week training period
   ├─ Ramp to full productivity by week 3
   └─ Flexible contracts (seasonal)

3. Work Plan Updates (October)
   ├─ Expand existing work plans
   ├─ Create temporary shift patterns
   ├─ 10:00-18:00 shifts (high volume hours)
   ├─ Weekend staffing added
   └─ Overtime authorized for existing staff

4. Schedule Generation (October, weekly)
   ├─ Week 1 (Oct 30): 80 agents + 20 new trained
   ├─ Week 2 (Nov 6): 80 agents + 40 new trained
   ├─ Weeks 3-10 (Nov 13-Jan 5): Full 120 agents
   └─ Week 11 (Jan 12): Ramp down to 80 agents

5. Real-Time Adjustments
   ├─ Week 1: Volume 15,200 calls (↓5% vs forecast)
   ├─ Week 2: Volume 23,100 calls (↑3% vs forecast)
   ├─ Week 3: Add 10 more agents (unplanned)
   ├─ Weeks 4-10: Adjust as actual trends emerge
   └─ Week 11: Begin releasing temporary agents

6. Results
   ├─ Service level: 82% (goal 80%) ✓
   ├─ ASA: 18 seconds (goal 20s) ✓
   ├─ Abandon: 4% (goal 5%) ✓
   ├─ Temp agent cost: $180,000
   ├─ Revenue increase: $500,000
   └─ ROI: 278% (strong business case)

Best Practices

Schedule Creation

Optimization

Communication

Interview Cheat Sheet

Question Answer
3 scheduling methods? Load-based (forecast), Shift pattern, Blank schedule
Load-based when? Have accurate forecast, want demand-driven
Shift pattern when? No forecast, want simple repeating schedule
Blank schedule when? Planning hiring, testing patterns, bidding
How long schedule? Max 6 weeks per generation
Schedule window? 26 weeks prior, 26 weeks forward
Master schedules per BU? One active at a time
What's work plan? Defines shifts, breaks, meals, contracts
Shift items? Breaks and meals with time windows
Scheduling constraints? Skills, contracts, availability, service level
How verify coverage? Compare scheduled agents to forecast
When publish? After review, when ready for agents
Agent trades? Allowed if approved, don't violate schedule
Schedule bidding? Agents rank preference, auto-assigned
Reschedule how often? Weekly or as needed for changes

Key Takeaways

Additional Resources

Official Documentation

Support & Training

Document Version Info

Last Updated: March 2026
Source: Genesys WFM Official Documentation
Validated: Current with January-March 2026 releases
Version: 1.0

Intraday Management

Genesys WFM Intraday Management Documentation

Study Notes

Topic Description
Intraday Management Real-time monitoring of contact center performance
Performance Views Summarized and detailed grid displays of metrics
Metrics Volume offered, AHT, service level, staffing, adherence
Activity Codes Map agent states to schedule states
Thresholds 15, 30, or 60-minute monitoring intervals
Real-Time Adjustments Add/remove agents, modify activities on-the-fly
What-If Analysis Project impact of staffing changes

Navigation

Menu → Workforce Management → Performance → Intra-Day OR Supervisor → Performance → Intraday Monitoring

Intraday Management Overview

Intraday Management is the real-time monitoring and adjustment of contact center operations throughout the day. It compares actual performance against forecasted expectations, enabling supervisors to make data-driven decisions about agent staffing, activity assignments, and schedule adjustments in response to fluctuating demand.

Intraday Management allows supervisors to:

Intraday Management Objectives

Key Metrics Monitored

Real-Time Intraday Metrics:

Current (Actual):
├─ Interaction Volume (Offered)
├─ Average Handle Time (AHT)
├─ Service Level % (achieved)
├─ Average Speed to Answer (ASA)
├─ Abandon Rate %
├─ Agents on Queue
├─ Occupancy %
└─ Interactions Handled

Forecasted (Predicted):
├─ Expected Volume (remainder of day)
├─ Projected AHT
├─ Predicted Service Level
├─ Staffing Requirements
├─ Expected ASA
└─ Coverage Gap Analysis

Variance Analysis:
├─ Volume Variance (Actual vs Forecast)
├─ AHT Variance
├─ Service Level Status (On Track/At Risk/Critical)
├─ Staffing Gap (Over/Under)
└─ Trend Direction (↑ improving / ↓ declining)

Performance Intraday View

The Intraday View displays real-time and forecasted performance metrics in a detailed grid format, updated continuously throughout the day.

Intraday View Structure:

Performance Intraday View Grid:

Time Step     | Offered | AHT  | SL %  | ASA  | Agents | Status
──────────────|---------|------|-------|------|--------|────────────
08:00-09:00   |   45    | 280s | 82%   | 18s  |   6    | ✓ On Track
09:00-10:00   |   68    | 290s | 79%   | 22s  |   8    | ✓ On Track
10:00-11:00   |   95    | 310s | 75%   | 28s  |  11    | ⚠ At Risk
11:00-12:00   |   88    | 305s | 77%   | 26s  |  10    | ⚠ At Risk
12:00-13:00   |   52    | 270s | 85%   | 16s  |   6    | ✓ On Track
13:00-14:00   |   65    | 285s | 81%   | 20s  |   8    | ✓ On Track
14:00-15:00   |   72    | 300s | 78%   | 24s  |   9    | ⚠ At Risk
15:00-16:00   |   58    | 295s | 80%   | 21s  |   7    | ✓ On Track

Legend:
✓ On Track = SL within 2-3% of goal (goal 80%)
⚠ At Risk = SL within goal but trending down, or 1-2% below goal
🔴 Critical = SL >2% below goal, immediate action needed

Current Status (as of 13:15):
├─ Offered Today: 543 calls
├─ Average AHT: 292 seconds
├─ Current SL: 79.5%
├─ Service Goal: 80%
├─ Status: On Track (within acceptable range)

View Refresh Intervals:

Data Display Options:

Real-Time Metrics

Interaction Volume (Offered)

Definition: Total number of interactions offered to the contact center

How Calculated:
├─ Sum of all inbound interactions (calls, emails, chats, etc.)
├─ Per time interval
├─ Across selected planning group(s)
└─ Real-time count + forecast for remainder of day

Example:
├─ 10:00-10:15: 25 calls offered
├─ 10:15-10:30: 28 calls offered
├─ 10:30-10:45: 22 calls offered
├─ 10:45-11:00: 20 calls offered
└─ Hour Total: 95 calls offered

Variance from Forecast:
├─ Forecasted: 92 calls
├─ Actual: 95 calls
├─ Variance: +3 (3.3% higher than forecast)

Average Handle Time (AHT)

Definition: Average duration of each interaction (call, email, chat)

Components:
├─ Talk Time (conversation)
├─ Hold Time (customer on hold)
├─ After Call Work (processing after call)
└─ Wrap-up Time (notes, documentation)

Example (Voice Interactions):
├─ Call 1: 5 min 30 sec
├─ Call 2: 4 min 45 sec
├─ Call 3: 6 min 15 sec
├─ Call 4: 5 min 00 sec
└─ Average: 5 min 22 sec (322 seconds)

Variance Tracking:
├─ Forecasted AHT: 300 seconds (5 min)
├─ Actual AHT: 322 seconds (5:22)
├─ Variance: +22 seconds (+7.3% higher)
└─ Impact: Requires more agents for same volume

Service Level (SL)

Definition: % of interactions answered within target time

Calculation:
├─ Target: 80% of calls answered in 20 seconds
├─ Actual: 82% of calls answered in 20 seconds
├─ Status: ✓ Exceeding target

Examples:
├─ 1,000 calls offered
├─ 800 calls answered ≤20 seconds
├─ 200 calls answered >20 seconds
├─ SL = (800/1000) × 100 = 80% ✓ Target met

Real-Time Example:
├─ Hour 10:00-11:00
├─ Offered: 95 calls
├─ Answered ≤20s: 71 calls
├─ Answered >20s: 24 calls
├─ SL: (71/95) × 100 = 74.7%
├─ Goal: 80%
├─ Status: ⚠ Below target (5.3% gap)

Average Speed to Answer (ASA)

Definition: Average time from call offered to agent answer

Calculation:
├─ Sum of all answer wait times
├─ Divided by number of answered calls
├─ Result in seconds

Example:
├─ Call 1: 12 seconds wait
├─ Call 2: 18 seconds wait
├─ Call 3: 25 seconds wait
├─ Call 4: 22 seconds wait
├─ Average: (12+18+25+22) / 4 = 19.25 seconds ≈ 19s

Relationship to Service Level:
├─ SL: 80% in 20 seconds = at least 80% ≤20s
├─ ASA: 19 seconds = average across all calls
├─ Both track speed, different perspectives
└─ SL is goal-focused, ASA is performance-focused

Real-Time Adjustments

Adding Agents to Activity

Scenario: Service level dropping (75% vs 80% goal), trend declining

Step 1: Identify Risk
├─ Monitoring shows SL at 75% (below 80% goal)
├─ Trend shows -2% per 15 minutes
├─ Current staffing: 8 agents on support queue
└─ Remaining shift: 3 hours

Step 2: Analyze Options
├─ Option A: Pull 2 agents from lower-priority activity
├─ Option B: Authorize overtime for available agents
├─ Option C: Use on-call backup agents
└─ Decision: Option A (least cost impact)

Step 3: Make Adjustment
├─ Modify schedule manually
├─ Assign 2 agents from "Idle" activity to "Support"
├─ Update system in real-time
└─ Effect: Immediate

Step 4: Monitor Impact
├─ Next 15 minutes: SL improves to 78% (trend reversed)
├─ Next 30 minutes: SL reaches 81% (goal achieved)
├─ After 1 hour: Decision made to keep additional agents

Step 5: Cleanup
├─ Removed agents: Return to original activity
├─ Overtime: Document and approve as needed
└─ Analysis: Record what worked for future reference

Modifying Activity Assignments

Scenario: Email queue backing up, response times extending

Current State:
├─ Email queue: 250 emails waiting
├─ Average response time: 2.5 hours
├─ Goal: 1.5 hours response
└─ Staffing: 4 agents on email

Decision: Temporarily assign chat agents to email

Action:
├─ Identify 2 available chat agents
├─ Reassign to email activity
├─ Update their work assignment in real-time
├─ System recalculates workload

Result:
├─ Email staffing: 4 → 6 agents
├─ Queue starts processing faster
├─ Response time improves to 1.8 hours
├─ Chat queue slightly longer but acceptable

Reversal:
├─ When email clears, chat agents reassigned
├─ Return to normal staffing model

Schedule Intraday Rebuild

WFM can regenerate schedules for specific days based on updated demand:

Use Case: Unexpected surge in volume

Morning (09:00):
├─ Forecast: 2,000 calls for day
├─ Actual by 09:30: 500 calls already (ahead of pace)
├─ New projection: 3,000 calls (50% surge)
├─ Current schedule: Insufficient

Action: Intraday Schedule Rebuild
├─ Select days: Today (rest of day)
├─ Recalculate staffing: Based on new forecast
├─ Generate new schedule: For current time forward
├─ Adjust Agent assignments: For remainder of shift
├─ Publish changes: To affected agents

Result:
├─ Schedule optimized for actual demand
├─ Additional agents added to peak periods
├─ Prevents service level failure
├─ Agents notified of schedule changes

What-If Analysis

The What-If calculator allows supervisors to project impact of staffing changes before implementing them.

What-If Process:

Current State:
├─ Volume offered: 95 calls/hour
├─ AHT: 300 seconds
├─ Staffing: 10 agents
├─ Projected SL: 81%

Question: What if we add 2 more agents?

What-If Calculation:
├─ Input: Staffing = 12 agents (instead of 10)
├─ Calculate new SL: 87%
├─ Calculate new ASA: 15 seconds (instead of 18)
├─ Calculate new occupancy: 72% (instead of 80%)

Question: What if volume increases 20%?

What-If Calculation:
├─ Input: Volume = 114 calls/hour (95 × 1.2)
├─ Calculate new SL: 76% (with 10 agents)
├─ Calculate new ASA: 23 seconds
├─ Calculate new occupancy: 95%

Conclusion:
├─ Need to add 3-4 agents to maintain SL
└─ 20% volume increase requires ~30% staffing increase

What-If Variables:

Activity Code Management

Activity codes map agent states to schedule states for adherence and reporting. They represent what agents are doing at any given time.

Common Activity Codes:

On-Queue Activities (Customer-Facing):
├─ Inbound Call - handling incoming calls
├─ Inbound Email - responding to emails
├─ Inbound Chat - managing chat conversations
├─ Outbound Call - making outbound calls
├─ Callback - handling scheduled callbacks
├─ Workitem - handling task-based work
└─ Multi-Activity - performing multiple types

Off-Queue Activities (Non-Customer):
├─ Break - scheduled break time
├─ Meal - lunch or meal period
├─ Training - formal training session
├─ Meeting - team or coaching meeting
├─ Administrative - paperwork, documentation
├─ Idle - waiting for next interaction
├─ After Call Work - call follow-up work
└─ Time Off - approved absence

Special Activities:
├─ Exception - unscheduled activity
├─ Overtime - additional hours
├─ Shift Trade - schedule swap
├─ Unavailable - temporarily not available
├─ Coaching - one-on-one coaching session
└─ Quality - call monitoring

Activity Code Mapping:

Schedule State Group: On-Queue Voice

Maps to Real-Time States:
├─ WaitingForNextCall → Idle/Available
├─ Connected → Connected/Call
├─ Held → Held/Call
├─ AfterCallWork → ACW/Post-Call
└─ Reason Codes:
    ├─ "C100": Connected call
    ├─ "BRK": Break (if mapped)
    └─ "TRN": Training (if mapped)

For Adherence:
├─ Agent scheduled: On-Queue Voice 10:00-15:00
├─ Agent actual: Connected (Connected call)
├─ Mapping: Connected maps to On-Queue ✓ Adherent
│
├─ Agent actual: Break (taking break)
├─ Mapping: Break mapped to On-Queue? If yes ✓ Adherent
│           If no ✗ Non-adherent

Monitoring Views

Summary View (By Time Interval)

Hourly Summary View - Support Planning Group

Hour      | Offered | AHT  | SL %  | Staffing | Occupancy | Status
──────────|---------|------|-------|----------|-----------|──────────
08:00-09  |   42    | 280s | 84%   |    5     |    68%    | ✓ Good
09:00-10  |   68    | 290s | 81%   |    8     |    79%    | ✓ Good
10:00-11  |   95    | 310s | 75%   |   11     |    87%    | ⚠ Risk
11:00-12  |   88    | 305s | 77%   |   10     |    85%    | ⚠ Risk
12:00-13  |   52    | 270s | 86%   |    6     |    62%    | ✓ Good
Daily Avg |  349    | 293s | 80.6% |    8     |    76%    | ✓ On Target

Detailed View (By Agent)

Agent-Level Intraday View - Current Time 14:30

Agent Name  | Activity  | Duration | SL Target | Status    | Notes
────────────|-----------|----------|-----------|-----------|─────────────
Agent_001   | Connected | 4:23     | Speaking  | ✓ OK      | Handling call
Agent_002   | ACW       | 1:05     | After CW  | ✓ OK      | Wrapping up
Agent_003   | Available | 0:00     | Available | ✓ OK      | Ready for next
Agent_004   | Break     | 8:30     | On Break  | ✓ OK      | Scheduled break
Agent_005   | Connected | 5:47     | Speaking  | ⚠ Long    | Extended call
Agent_006   | Training  | 1:15:00  | Training  | ✓ OK      | Product training
Agent_007   | Off       | OFF      | Time Off  | ✓ OK      | Approved absence
Agent_008   | Idle      | 2:15     | Available | ✓ OK      | In queue

Summary:
├─ Agents Available: 3
├─ Agents Connected: 2
├─ Agents Off-Queue: 3
├─ Total Team: 8 agents

Performance Scenarios

Scenario 1: Volume Spike

Tuesday 11:00 AM - Unexpected Surge

Timeline:

10:00:
├─ Forecasted: 85 calls this hour
├─ Actual: 82 calls (on track)
├─ SL: 81%
└─ Staffing: 10 agents

10:30: Alert! Volume Spike Detected
├─ Trend: +35% above forecast
├─ Current: 60 calls in 30 min (120/hour pace)
├─ Projected: 115 calls for 11:00 hour
├─ Impact: SL likely to drop to 72% (below 80% goal)

11:00: Supervisor Takes Action
├─ Analysis: Need +3 agents to maintain SL
├─ Action: Pull 2 agents from email queue + 1 from callback
├─ New Staffing: 13 agents on support
├─ Notify agents: Immediate activity change
├─ Update schedule: Reflect change

11:30: Monitor Impact
├─ Actual: 118 calls for hour (matched projection)
├─ SL achieved: 79.5% (close to goal)
├─ Occupancy: 91% (high but acceptable)
├─ Status: ✓ Crisis averted

11:45: Plan Staffing Reversal
├─ Volume trend: Normalizing
├─ Project: Peak ending at 13:00
├─ Plan: Return agents to original activities at 13:15
├─ Communication: Notify agents of planned change

Result:
├─ Service level maintained through spike
├─ Agents reassigned with notice
├─ Customer experience protected
├─ Learning: Update forecast model for this day type

Scenario 2: Service Level Failure

Thursday 15:00 - Service Level Deteriorating

14:00:
├─ SL: 82%
├─ Trend: Stable
└─ Action: Monitor

14:15:
├─ SL: 81%
├─ Trend: -1%
├─ Action: Watch closely

14:30:
├─ SL: 80%
├─ Trend: -1%
├─ Action: Prepare contingency

14:45:
├─ SL: 78%
├─ Trend: Worsening
├─ Action: IMMEDIATE RESPONSE NEEDED

Analysis:
├─ Root Cause: 2 agents called in sick
├─ Current: 9 agents (down from scheduled 11)
├─ Current SL: 78%
├─ Needed SL: 80%
└─ Solution: Add 2-3 agents within 30 min

Options:
├─ A) Callback on-call agents (20 min lag)
├─ B) Offer voluntary overtime (immediate)
├─ C) Pull from other activities (immediate)
└─ Selected: A + C (both)

Action Taken:
├─ Authorize voluntary overtime (3 agents offered)
├─ Pull 1 agent from lower-priority activity
├─ Call on-call agent (ETA 20 min)
├─ Temporary staffing: 10 agents

Result by 15:30:
├─ Additional agent arrives
├─ Staffing: 12 agents
├─ SL recovers to 81%
├─ Goal achieved

Closeout:
├─ Paid overtime to 3 volunteers
├─ Approved additional staffing for rest of week
├─ Reviewed scheduling process for gaps
└─ Cost impact: ~$400 additional labor

Best Practices

Real-Time Monitoring

Decision Making

Staffing Adjustments

Interview Cheat Sheet

Question Answer
What is intraday management? Real-time monitoring and adjustment of operations
Key metrics monitored? Volume, AHT, SL, ASA, abandon rate, occupancy
What's intra-day view? Grid display of real-time and forecasted metrics
Monitor intervals? 15, 30, or 60-minute intervals
What's AHT? Average handle time - duration per interaction
What's SL? Service level - % answered within target time
What's ASA? Average speed to answer - wait time average
What's occupancy? % of time agents spend handling interactions
What-if calculator? Projects impact of staffing/volume changes
Activity codes? Map agent states (on-queue, break, etc.)
When add agents? SL dropping, trend negative, volume spike
Intraday rebuild? Regenerate schedule based on new demand
Real-time adjustment? Reassign agents between activities immediately
Yellow/red status? Yellow = non-adherent, Red = severely non-adherent
How respond to spike? Monitor, calculate need, reassign agents

Key Takeaways

Additional Resources

Official Documentation

Support & Training

Document Version Info

Last Updated: March 2026
Source: Genesys WFM Official Documentation
Validated: Current with January-March 2026 releases
Version: 1.0

Time-off & Shift Trades

Genesys WFM Time-Off & Shift Trades Documentation

Study Notes

Topic Description
Time-Off Management Automated request evaluation, approvals
Auto-Approval Qualifying requests approved automatically
Time-Off Plans Define activity codes linked to limits
Daily Limits Max hours per day per management unit
Shift Trades Agent-to-agent schedule swaps
Trade Rules Configuration of swap eligibility
Approval Workflow Auto-approve or manual review
Self-Service Portal Agents request via desktop/mobile

Navigation

Menu → Workforce Management → Time Off OR Agent Portal → Schedule → Time Off / Shift Trades

Time-Off Management Overview

Time-Off Management enables agents to request absences while maintaining workforce balance and service levels. Supervisors can define automated approval rules, allowing qualifying requests to be approved instantly while flagging exceptions for manual review.

Time-Off functions:

Key Components

Time-Off System:

1. Time-Off Types
   ├─ Vacation
   ├─ Sick Leave
   ├─ Personal Time
   ├─ Unpaid Time Off
   ├─ Bereavement
   ├─ Jury Duty
   └─ Other (customizable)

2. Request Submission (Agent)
   ├─ Select dates
   ├─ Choose type
   ├─ Submit request
   └─ Receive approval/notification

3. Approval Rules (Supervisor)
   ├─ Auto-approve if meets criteria
   ├─ Flag exceptions for review
   ├─ Document decision
   └─ Notify agent

4. Scheduling Impact
   ├─ Reduce available staffing
   ├─ Trigger schedule adjustments
   ├─ Maintain service levels
   └─ Update master schedule

5. Reporting
   ├─ Track utilization
   ├─ Monitor patterns
   ├─ Identify trends
   └─ Manage balances

Time-Off Plans

Time-Off Plans link activity codes to time-off limits, defining how much of each type agents can use.

Time-Off Plan Example: Standard Benefits

Plan Name: Standard Employee

Vacation:
├─ Activity Code: VAC
├─ Annual Limit: 20 days
├─ Monthly Accrual: 1.67 days
├─ Carryover: 5 days max to next year
├─ Blackout Dates: Dec 24-25 (no vacation)
└─ Min. Notice: 2 weeks advance

Sick Leave:
├─ Activity Code: SICK
├─ Annual Limit: 10 days
├─ Monthly Accrual: 0.83 days
├─ Carryover: None (use it or lose it)
├─ Blackout Dates: None
├─ Min. Notice: None (emergency allowed)
└─ Requires: Medical note if >3 consecutive

Personal Time:
├─ Activity Code: PERSONAL
├─ Annual Limit: 5 days
├─ Monthly Accrual: 0.42 days
├─ Carryover: 1 day to next year
├─ Blackout Dates: Dec 24-25
├─ Min. Notice: 3 days advance
└─ Approval: Supervisor discretion

Unpaid Time:
├─ Activity Code: UNPAID
├─ Annual Limit: Unlimited
├─ Accrual: N/A
├─ Carryover: N/A
├─ Blackout Dates: None
├─ Min. Notice: 1 week advance
└─ Approval: Requires supervisory approval

Automated Approval Rules

Supervisors configure rules for automatic approval of time-off requests.

Auto-Approval Rule Example:

Rule: Vacation Request Auto-Approval

Conditions (ALL must be true):
├─ Time-Off Type: Vacation
├─ Balance Available: > 8 hours (full day)
├─ Notice Period: ≥ 2 weeks advance
├─ Minimum Staffing: ≥ 3 agents remaining
├─ Blackout Dates: Not during Dec 24-25
├─ Previous Pending: None pending for agent
└─ Manager Approval: Not required if rules met

Result:
├─ Request arrives Sunday
├─ System checks all conditions
├─ If all met: ✓ APPROVED instantly
├─ If any fail: ⚠ PENDING for supervisor review
└─ Agent notification: Immediate

Example Scenarios:

Request 1: 2 weeks advance, 4 agents remain
├─ Conditions: All met ✓
├─ Result: AUTO-APPROVED ✓
└─ Agent: Sees approval immediately

Request 2: 1 week advance (less than 2 weeks)
├─ Condition: Notice period failed ✗
├─ Result: PENDING manual review
└─ Agent: Waits for supervisor decision

Request 3: 2 weeks advance, only 2 agents remain (below 3)
├─ Condition: Minimum staffing failed ✗
├─ Result: PENDING manual review
└─ Agent: Can be denied or rescheduled

Daily Time-Off Limits

Supervisors can set maximum hours per day per management unit to prevent over-staffing on any day.

Daily Limits Configuration:

Management Unit: Support - Dallas

Monday:
├─ Total Agents: 50
├─ Max Allowed Off: 8 agents (16%)
└─ Configuration: 8 hours max (full day)

Tuesday:
├─ Total Agents: 50
├─ Max Allowed Off: 8 agents (16%)
└─ Configuration: 8 hours max

... (same for all days)

Holiday Period (Dec 20-26):
├─ Total Agents: 50
├─ Max Allowed Off: 5 agents (10%) ← More restrictive
└─ Configuration: 5 agents max

Application:

Request 1: Vacation Dec 22 (within holiday period)
├─ Currently Approved: 4 agents off
├─ Requesting Agent: 1 more
├─ Total if Approved: 5 agents (at limit)
├─ Result: ✓ APPROVED (meets limit)

Request 2: Vacation Dec 22 (within holiday period)
├─ Currently Approved: 5 agents off
├─ Requesting Agent: 1 more
├─ Total if Approved: 6 agents (exceeds limit of 5)
├─ Result: ✗ DENIED (over limit)

Shift Trades

Shift Trades allow agents to swap work schedules with other agents, subject to supervisor-configured rules.

Trade Configuration

Shift Trade Rules Setup:

Rule 1: Basic Trade Eligibility
├─ Agents in same team: Must trade with same team
├─ Agents in different teams: Can trade (if enabled)
├─ Same skill requirements: Both must be qualified
├─ Hours equivalence: Trades must be similar duration
└─ Master schedule: Can't trade published master schedule

Rule 2: Trade Window
├─ Minimum notice: 2 weeks before shift
├─ Maximum advance: Up to 26 weeks forward
├─ Trade-back window: Must reverse within X days
└─ Freeze period: No trades during blackout dates

Rule 3: Agent Eligibility
├─ Minimum tenure: 3 months to trade
├─ Performance: No active disciplinary actions
├─ Adherence: >85% adherence to qualify
├─ Pending trades: Only 1 trade pending at a time
└─ Trade history: Limit to X trades per period

Rule 4: Approval Workflow
├─ Agent 1: Initiates trade
├─ Agent 2: Reviews and accepts/declines
├─ Supervisor: Auto-approves if eligible
├─ Supervisor: Denies if rule violations
└─ Notification: Both agents notified of decision

Rule 5: Service Level Protection
├─ Staffing impact: Must not drop below minimum
├─ Skill requirements: Both agents must be skilled
├─ Activity match: Can trade between activities? (config)
└─ Override: Supervisor can force approve

Trade Process

Shift Trade Workflow:

Agent A Initiates Trade:
├─ 1. Select shift to trade (Mine: Tuesday 09:00-17:00)
├─ 2. Search for potential trades
│   └─ Can filter by: Agent, Team, Date, Activity
├─ 3. Identify Agent B with matching shift
│   └─ Wednesday 09:00-17:00
├─ 4. Send trade request
│   └─ Propose: My Tuesday for Your Wednesday
│
Agent B Reviews:
├─ 1. Receives trade notification
├─ 2. Reviews details:
│   ├─ My shift: Wednesday 09:00-17:00
│   ├─ Agent A's shift: Tuesday 09:00-17:00
│   ├─ Hours: Both 8 hours ✓
│   ├─ Skills: Both trained ✓
│   └─ Duration: Both same activity ✓
├─ 3. Accept or decline
│   ├─ Accept: Proceeds to supervisor
│   └─ Decline: Agent A notified
│
Supervisor Auto-Approval:
├─ 1. System checks approval rules:
│   ├─ Both agents eligible ✓
│   ├─ Skill match ✓
│   ├─ Staffing impact acceptable ✓
│   ├─ No rule violations ✓
│   └─ Service level maintained ✓
├─ 2. Result: ✓ AUTO-APPROVED
├─ 3. Schedules updated:
│   ├─ Agent A: Now Tuesday off, Wednesday working
│   ├─ Agent B: Now Tuesday working, Wednesday off
│   └─ Master Schedule: Updated
├─ 4. Both agents notified
│   └─ Approved, effective immediately
│
Result:
├─ Trade completed
├─ Master schedule updated
├─ Both agents working new dates
└─ Can be reversed if both agree

Trade Exceptions

Scenario 1: Skills Don't Match

Agent A: Support Tier 2 (advanced skills)
Agent B: Support Tier 1 (basic skills)

Trade Request: A's Tuesday for B's Wednesday
├─ A has: Advanced skills for Tier 2 work
├─ B has: Only basic skills
├─ Tuesday activity: Tier 2 required
├─ B not qualified for Tuesday
├─ Result: ✗ DENIED (skill mismatch)

Solution:
├─ Agent B must complete training first
├─ OR Agent A finds Tier 2 agent to trade with
└─ OR Supervisor overrides (if business allows)

Scenario 2: Staffing Impact

Team: Support (5 agents)
Tuesday staffing: All 5 present
Trade Request: Agent A & B both want to trade out

Impact:
├─ Both agents trading simultaneously
├─ Tuesday minimum: 3 agents required
├─ Remaining: 3 agents (meets minimum)
├─ Service Level: Might be at risk
├─ Result: ⚠ PENDING supervisor review

Supervisor Options:
├─ Approve (accept slight service risk)
├─ Deny one trade, approve other
├─ Offer alternative dates
└─ Request one agent to post-pone

Self-Service Portal

Agents manage time-off and trades through desktop or mobile portal.

Agent Self-Service Features:

Time-Off Request:
├─ 1. Select "Time Off" module
├─ 2. Click "Request Time Off"
├─ 3. Choose:
│   ├─ Type (Vacation, Sick, etc.)
│   ├─ Dates (calendar picker)
│   ├─ Notes (optional)
│   └─ Submit
├─ 4. See:
│   ├─ Time-off balance
│   ├─ Blackout dates highlighted
│   ├─ Minimum notice requirements
│   └─ Approval status
└─ 5. Receive notification
    └─ Auto-approved or pending review

Shift Trade Request:
├─ 1. Select "Schedule" module
├─ 2. Click "Find Trades"
├─ 3. View:
│   ├─ Own scheduled shifts
│   ├─ Available agents to trade with
│   ├─ Their shift availability
│   └─ Compatibility check (skills, hours)
├─ 4. Select trade
│   └─ Propose: "My Tuesday for Your Wednesday"
├─ 5. Request sent
│   └─ Other agent notified
└─ 6. Await response
    ├─ Accepted: Goes to supervisor
    ├─ Denied: Request closed
    └─ Auto-approved: Notification of approval

View Schedules:
├─ Calendar view of all shifts
├─ Color-coded by activity
├─ Mobile-friendly display
├─ Search and filter options
└─ Print or export option

Mobile Features:
├─ Responsive design
├─ Touch-friendly interface
├─ Push notifications for approvals
├─ Photo ID verification (optional)
└─ Works offline (syncs when online)

Real-World Examples

Example 1: Vacation Request (Auto-Approved)

Agent: AGENT_045
Vacation Request:
├─ Type: Vacation
├─ Dates: June 15-22, 2026 (8 days)
├─ Submitted: May 1, 2026
├─ Notice: 45 days advance ✓
└─ Date: Monday request for Monday-Monday week

System Checks:
├─ Vacation balance: 18 days available ✓
├─ Notice period: 45 days (requirement: 14 days) ✓
├─ Minimum staffing check:
│  ├─ Support team: 8 agents total
│  ├─ Currently approved off: 2 agents
│  ├─ Daily limit: 4 agents max
│  ├─ If approved: 3 agents off (within limit) ✓
│  └─ Minimum on hand: 5 agents ✓
├─ Blackout dates: No (June 15-22 not blackout)  ✓
└─ All conditions: MET ✓

Result: ✓ AUTO-APPROVED

Notification:
├─ Agent receives email: "Vacation approved"
├─ Schedule updated: June 15-22 marked as VAC
├─ Balance: 18 - 8 = 10 days remaining
└─ Can cancel up to 2 weeks before with notice

Example 2: Trade (Manual Approval Due to Staffing)

Agents: AGENT_033, AGENT_128
Trade Request:
├─ Agent 033 offers: Friday 09:00-17:00
├─ Agent 128 offers: Wednesday 09:00-17:00
├─ Submitted: Thursday (2 days notice)
└─ Proposed dates: Next week

Rule Checks:
├─ Notice period: 2 days (requirement: 2 weeks) ✗
├─ Result: DOES NOT MEET AUTO-APPROVAL
│
Supervisor Review:
├─ 1. Check request details:
│   ├─ Both agents qualified ✓
│   ├─ Same activity (Support) ✓
│   ├─ Same hours (8 hours each) ✓
│   └─ No pending trades ✓
│
├─ 2. Staffing impact:
│   ├─ Support team: 6 agents
│   ├─ Friday staffing: Currently 5 agents
│   ├─ If trade: Still 5 agents (no change) ✓
│   └─ Service level: Not impacted ✓
│
├─ 3. Business decision:
│   ├─ Short notice: Usually denied
│   ├─ But: Staffing impact minimal
│   ├─ Decision: APPROVE with exception
│   └─ Note: "Last-minute trade due to emergency"
│
Result: ✓ MANUALLY APPROVED

Outcome:
├─ Both agents notified
├─ Schedule updated
├─ Trade effective next week
└─ Documented for future reference

Best Practices

Time-Off

Shift Trades

Interview Cheat Sheet

Question Answer
What's time-off management? Automated approval of absence requests
Auto-approval criteria? Balance, notice, staffing, blackout dates
Daily limits function? Prevent over-staffing by limiting absences per day
Time-off types? Vacation, sick, personal, unpaid, bereavement, jury duty
What's shift trade? Agent-to-agent schedule swap
Trade requirements? Skill match, hours match, staffing maintained
Trade approval? Auto-approve if eligible, else supervisor review
Notice requirement? Varies by type (vacation 2 weeks, sick immediate)
Can trades be reversed? Yes, if both agents agree within timeframe
Mobile access? Agents can request via mobile app
Approval notification? Email/in-system notification immediately
What blocks approval? Insufficient balance, short notice, staffing risk

Key Takeaways

Additional Resources

Document Version Info

Last Updated: March 2026
Validated: Current with March 2026 release
Version: 1.0

Real-Time Adherence

Genesys WFM Real-Time Adherence Documentation

Study Notes

Topic Description
Real-Time Adherence Compares actual agent state vs scheduled state
Adherence States On-queue, breaks, meetings, training, time-off, etc.
Schedule State Groups Maps Genesys states to scheduled activities
Compliance Tracking 15, 30, or 60-minute interval checking
Reason Codes Aux codes for secondary classifications
Thresholds Start Before/After flexibility (minutes)
Multi-Channel Track adherence per media type separately
Ignore Codes Activities excluded from adherence calculation

Navigation

Menu → Workforce Management → Adherence OR Supervisor → Adherence → Adherence Monitoring

Real-Time Adherence Overview

Real-Time Adherence measures how well agents follow their assigned schedules. It compares each agent's actual real-time state with their scheduled state during each monitoring interval, tracking compliance in real-time throughout the day.

Adherence monitoring enables supervisors to:

Adherence Objectives

Key Adherence Concepts

Scheduled State vs Actual State:

Scheduled (from Master Schedule):
├─ 09:00-12:00: On-Queue Support
├─ 12:00-13:00: Lunch (Meal)
├─ 13:00-16:00: On-Queue Support
├─ 16:00-16:15: Break
└─ 16:15-16:30: After Call Work

Actual (Real-Time State):
├─ 09:00-09:45: On-Queue ✓ Adherent
├─ 09:45-10:15: Training ✗ Non-adherent (unscheduled)
├─ 10:15-12:30: On-Queue ⚠ Late from training (+45 min)
├─ 12:30-12:50: Lunch ✓ Adherent (within threshold)
├─ 13:00-15:45: On-Queue ✓ Adherent
├─ 15:45-16:10: Meeting ✗ Non-adherent (missing break)
└─ 16:10-16:30: After Call Work ✓ Adherent

Overall Adherence for Day:
├─ Compliant Time: 6 hours 15 min
├─ Non-Compliant Time: 1 hour 15 min
├─ Total Shift Time: 7.5 hours
├─ Adherence %: (6:15 / 7:30) = 83.3% ⚠ Below goal (90%)

Adherence States

On-Queue States

Agents are available to handle customer interactions:

On-Queue Activities:

Available/Ready (WaitingForNextCall):
├─ Status: Available for interactions
├─ Duration: Variable (until call arrives)
├─ Adherence: Compliant if scheduled on-queue
└─ Example: Agent in queue waiting for next call

Connected (Connected):
├─ Status: Currently handling interaction
├─ Duration: Call/chat/email duration
├─ Adherence: Compliant if on-queue scheduled
└─ Example: Agent on call with customer

On-Hold (Held):
├─ Status: Customer on hold (agent still active)
├─ Duration: Hold time while processing
├─ Adherence: Compliant if on-queue scheduled
└─ Example: Agent researching issue, customer on hold

Occupied (various):
├─ Status: Agent occupied with interaction
├─ Duration: From connection to end
├─ Adherence: Compliant if on-queue scheduled
└─ Example: Agent handling multiple interactions

Off-Queue States

Agents not available for customer interactions:

Off-Queue Activities:

After Call Work (ACW/AfterCallWork):
├─ Status: Processing after interaction ends
├─ Duration: Wrap-up work time
├─ Adherence: Depends on scheduling
├─ Scheduled: Yes (included in shift)
├─ Example: Agent logging notes after call

Break (Break):
├─ Status: Scheduled break time
├─ Duration: 15-30 minutes typically
├─ Adherence: Compliant if scheduled break
├─ When: Scheduled time window (10-12am)
└─ Example: Agent on 15-minute break

Meal/Lunch (Meal):
├─ Status: Lunch or meal period
├─ Duration: 30-60 minutes typically
├─ Adherence: Compliant if scheduled lunch
├─ When: Scheduled lunch window (12-1pm)
└─ Example: Agent on lunch break

Meeting (Meeting):
├─ Status: Team, coaching, or training meeting
├─ Duration: 30-120 minutes
├─ Adherence: Depends on scheduling (can be exception)
├─ Planned: Usually scheduled in advance
└─ Example: 1-on-1 coaching session

Training (Training):
├─ Status: Formal training or development
├─ Duration: Hours or days
├─ Adherence: Depends on scheduling
├─ Planned: Scheduled in advance
└─ Example: Product training course

Time Off (TimeOff):
├─ Status: Approved absence
├─ Duration: Full shift or partial
├─ Adherence: Compliant if approved time-off
├─ Types: Vacation, sick, personal, unpaid
└─ Example: Approved vacation day

Administrative (Administrative):
├─ Status: Admin work, documentation, reports
├─ Duration: 30-60 minutes typically
├─ Adherence: Depends on scheduling
├─ When: Off-peak hours or scheduled
└─ Example: Agent doing filing, reports

Exception States

Unplanned or special situations:

Exception Activities:

Unavailable (Unavailable):
├─ Status: Temporarily unavailable
├─ Reason: Unplanned absence, technical issue, etc.
├─ Duration: Minutes to hours
├─ Adherence: Non-adherent (unplanned)
└─ Example: Agent system down, logged out

Coaching/Monitoring (Coaching):
├─ Status: Under supervision or QA review
├─ Duration: Call duration + review
├─ Adherence: Can be scheduled or exception
├─ Purpose: Quality assessment
└─ Example: Supervisor listening to call

Idle/Not Ready (Idle):
├─ Status: Logged in but not accepting work
├─ Duration: Variable
├─ Adherence: Non-adherent if not scheduled
└─ Example: Agent between calls, extended idle

Marked Time (Marked):
├─ Status: Special marked period
├─ Duration: 15 minutes to hours
├─ Adherence: Depends on configuration
└─ Example: Quality review, special activity

Schedule State Groups

Schedule State Groups map Genesys real-time states to WFM scheduled states, defining which states are considered compliant with each scheduled activity.

Schedule State Group Configuration:

Example: Support On-Queue Voice

SSG Name: Support_OnQueue_Voice
├─ Media Channel: Voice (or Unspecified)
├─ Associated Real-Time States:
│  ├─ WaitingForNextCall
│  ├─ Connected
│  ├─ Held
│  └─ Occupied
├─ Reason Codes (if applicable):
│  ├─ No code required
│  └─ Maps all calls regardless of type
├─ Adherence Rules:
│  ├─ Start Before Threshold: 5 minutes
│  ├─ Start After Threshold: 5 minutes
│  ├─ End Before Threshold: 5 minutes
│  └─ End After Threshold: 5 minutes
└─ Result: Agent compliant if on any of these states within thresholds

Threshold Configuration

Thresholds define flexibility in start/end times:

Threshold Scenario 1: Strict (0 minutes)
├─ Scheduled: On-Queue 09:00-13:00
├─ Start Before: 0 min (must start exactly at 09:00)
├─ Start After: 0 min (cannot be late)
├─ Actual: 09:03 (3 minutes late)
└─ Result: ✗ Non-adherent (outside 0-min threshold)

Threshold Scenario 2: Flexible (5 minutes)
├─ Scheduled: On-Queue 09:00-13:00
├─ Start Before: 5 min (can start 08:55)
├─ Start After: 5 min (can start up to 09:05)
├─ Actual: 09:03 (3 minutes late)
└─ Result: ✓ Adherent (within 5-min threshold)

Threshold Scenario 3: Very Flexible (15 minutes)
├─ Scheduled: On-Queue 09:00-13:00
├─ Start Before: 15 min (can start 08:45)
├─ Start After: 15 min (can start up to 09:15)
├─ Actual: 09:12 (12 minutes late)
└─ Result: ✓ Adherent (within 15-min threshold)

Best Practice:
├─ On-Queue activities: 5-10 minutes (reasonable)
├─ Break/Meal: 10-15 minutes (more lenient)
├─ Training: 0-5 minutes (strict)

Reason Codes (Auxiliary Codes)

Reason codes provide secondary classification for states, tracking why agents are in particular states.

Common Reason Codes:

Break Reasons:
├─ BRK: Regular break
├─ BRKAT: Break at-will
├─ UNPAID: Unpaid break
└─ PAID: Paid break

Absence Reasons:
├─ SICK: Sick leave
├─ VACATION: Vacation
├─ PERSONAL: Personal time
├─ UNPAID: Unpaid time off
├─ JURY: Jury duty
└─ BEREAVEMENT: Bereavement

Activity Reasons:
├─ TRAIN: Training
├─ MEET: Meeting
├─ COACH: Coaching
├─ ADMIN: Administrative work
├─ QA: Quality assurance
└─ MGT: Management activity

Connection Reasons (Calls):
├─ IN: Inbound call
├─ OUT: Outbound call
├─ TRANSFER: Call transfer
├─ CONFERENCE: Conference call
└─ CALLBACK: Scheduled callback

Usage:
├─ Mapped to schedule state groups
├─ Provide detail in adherence reports
├─ Track reasons for non-compliance
└─ Improve accuracy of adherence calculations

Single vs Multi-Channel Adherence

Single-Channel Adherence

Tracking adherence for agents handling one media type:

Single-Channel Configuration:

Agent: Support_Agent_001
├─ Media Type: Voice only
├─ Scheduled: On-Queue Voice 09:00-17:00
├─ At 10:30:
│  ├─ Real-time State: Connected (handling call)
│  ├─ Scheduled State: On-Queue Voice
│  ├─ Mapping: Connected maps to On-Queue ✓
│  └─ Result: Adherent
│
├─ At 14:00:
│  ├─ Real-time State: ACW (after call work)
│  ├─ Scheduled State: On-Queue Voice
│  ├─ Mapping: ACW maps to On-Queue ✓
│  └─ Result: Adherent
│
└─ At 14:45:
   ├─ Real-time State: Meeting (unscheduled)
   ├─ Scheduled State: On-Queue Voice
   ├─ Mapping: Meeting does NOT map to On-Queue ✗
   └─ Result: Non-adherent

Daily Adherence: 92% (good)

Multi-Channel Adherence

Tracking adherence when agents handle multiple media types:

Multi-Channel Configuration:

Agent: Support_Agent_002
├─ Media Types: Voice + Email (blended)
├─ Schedule:
│  ├─ 09:00-13:00: On-Queue (Voice or Email)
│  ├─ 13:00-14:00: Lunch
│  ├─ 14:00-17:00: On-Queue (Voice or Email)
│  └─ 17:00-17:30: After Call Work
│
├─ At 10:30 (Voice call):
│  ├─ Voice Channel State: Connected
│  ├─ Email Channel State: Idle
│  ├─ Voice SSG Check: Connected maps to On-Queue ✓
│  ├─ Email SSG Check: Idle maps to On-Queue? (No)
│  └─ Overall: Adherent (on Voice, allowed)
│
├─ At 11:00 (Email work):
│  ├─ Voice Channel State: Available
│  ├─ Email Channel State: Occupied
│  ├─ Voice SSG Check: Available maps to On-Queue ✓
│  ├─ Email SSG Check: Occupied maps to On-Queue ✓
│  └─ Overall: Adherent (both channels compliant)
│
└─ At 14:45 (Unscheduled training):
   ├─ Voice Channel State: Training
   ├─ Email Channel State: Training
   ├─ Voice SSG Check: Training ✗ (no mapping)
   ├─ Email SSG Check: Training ✗ (no mapping)
   └─ Overall: Non-adherent (both channels fail)

Adherence Details:
├─ Voice Adherence: 95%
├─ Email Adherence: 94%
└─ Overall Adherence: 92% (both channels must be compliant)

Key Difference:

Adherence Calculation

WFM calculates adherence through a multi-step process:

Adherence Calculation Steps:

Step 1: Map Agent State + Reason Code
├─ Get agent's real-time state
├─ Get reason code (if any)
├─ Example: WaitingForNextCall + no code
└─ Create state mapping for comparison

Step 2: Find Compliant Schedule State Groups
├─ Look up all SSGs configured for site
├─ Check which SSGs map to agent's state
├─ Consider media channel if configured
├─ Example: "Support_OnQueue" maps to WaitingForNextCall
└─ Create list of matching SSGs

Step 3: Get Scheduled States for Agent
├─ Retrieve agent's current schedule for time interval
├─ Example: Scheduled for "On-Queue Voice" 10:00-12:00
├─ If multiple activities: Pick primary
└─ Compare to matched SSGs from Step 2

Step 4: Check Thresholds
├─ Did agent start on time? (Start Before/After)
├─ Did agent end on time? (End Before/After)
├─ Are they within configured thresholds?
├─ Example: Within 5-min threshold = compliant
└─ Result: Adherent or Non-adherent

Step 5: Calculate Result
├─ If intersection not empty: ✓ Adherent
├─ If intersection empty: ✗ Non-adherent
├─ If multiple channels: All must pass
└─ Track non-adherence time in minutes

Example Execution:

Time: 10:15
├─ Agent: AGENT_001
├─ Real-time State: Connected
├─ Reason Code: None
├─ Scheduled: On-Queue Voice (10:00-12:00)
├─ SSG Lookup: Connected maps to "On-Queue" ✓
├─ Threshold Check: 10:15 is within start threshold ✓
├─ Result: ✓ ADHERENT
├─ Non-adherence Time: 0 minutes
└─ Added to adherence report as compliant minute

Adherence Visualization

Real-Time Adherence View Example:

Agent Name      | Status    | Activity    | Duration | Adherence
────────────────|-----------|-------------|----------|────────────────
AGENT_001       | ✓ Green   | Connected   | 4:32     | ✓ Adherent
AGENT_002       | ✓ Green   | Available   | 0:15     | ✓ Adherent
AGENT_003       | ⚠ Yellow  | Break       | 18:30    | ⚠ Non-adherent
AGENT_004       | ✓ Green   | Connected   | 3:12     | ✓ Adherent
AGENT_005       | 🔴 Red    | Meeting     | 45:00    | 🔴 Severely non-adherent
AGENT_006       | ✓ Green   | ACW         | 2:05     | ✓ Adherent
AGENT_007       | ✓ Green   | On-Queue    | 1:30     | ✓ Adherent
AGENT_008       | ⚠ Yellow  | Idle        | 12:30    | ⚠ Non-adherent

Legend:
✓ Green = Adherent (within schedule)
⚠ Yellow = Non-adherent (off schedule <15 min or 1st alert)
🔴 Red = Severely non-adherent (off schedule >15 min or 2+ alerts)

Ignore Codes

Certain activities can be marked "Ignore for Adherence," excluding them from adherence calculations.

Why Use Ignore Codes:

Scenario: Quality Assurance Monitoring

Standard:
├─ Agent scheduled: On-Queue 09:00-17:00
├─ At 10:00: Supervisor monitors agent call (QA)
├─ Agent state: Quality (being monitored)
├─ Non-adherent: Yes (QA not on schedule)
├─ Problem: Impacts adherence score unfairly

Solution: Mark QA as "Ignore for Adherence"
├─ Agent scheduled: On-Queue 09:00-17:00
├─ At 10:00: Supervisor monitors agent call (QA)
├─ Agent state: Quality (being monitored)
├─ Non-adherent: No (QA ignored)
├─ Result: QA time doesn't count against adherence ✓

Example Activities to Ignore:
├─ Quality assurance monitoring
├─ Coaching/training observations
├─ System maintenance time
├─ Emergency situations
├─ Technical outages affecting all agents
└─ Special projects or initiatives

Configuration:

Ignore Codes Setup:

Activity Code: QUALITY_MONITOR
├─ Name: Quality Assurance Monitoring
├─ Category: QA
├─ Mark as: Ignore for Adherence ✓
├─ Schedule State Group: (optional)
└─ Result: Doesn't impact adherence %

Activity Code: SYSTEM_ISSUE
├─ Name: System Outage
├─ Category: Technical
├─ Mark as: Ignore for Adherence ✓
├─ Schedule State Group: (optional)
└─ Result: Doesn't impact adherence %

Usage:
├─ Only for legitimate non-schedule activities
├─ Must be approved by management
├─ Document in policy
├─ Review quarterly for accuracy

Real-World Scenarios

Scenario 1: Break Threshold

Agent: AGENT_033
Schedule: On-Queue 09:00-17:00
Break: Scheduled 10:30-10:45 (15-minute break)
Break Threshold: ±10 minutes

Actual:
├─ 10:40: Agent takes break (10 min late)
├─ 10:55: Agent returns (back on-queue)
├─ Duration: 15 minutes (correct)
├─ Start: 10:40 (scheduled 10:30, 10 min late)

Analysis:
├─ Start Threshold: ±10 minutes
├─ Actual Start: 10:40 (10 min late)
├─ Within Threshold: Yes ✓
└─ Result: Adherent ✓

If Start Threshold was ±5 minutes:
├─ Actual Start: 10:40 (10 min late)
├─ Within Threshold: No ✗
└─ Result: Non-adherent ✗

Lesson: Threshold configuration is critical

Scenario 2: Unscheduled Training

Agent: AGENT_115
Schedule: On-Queue Support 09:00-13:00
Actual:
├─ 10:00-10:45: On-Queue (compliant)
├─ 10:45-11:30: Training (emergency product training)
├─ 11:30-13:00: On-Queue (compliant)

Adherence Impact:
├─ Compliant Time: 2:15 (09:00-10:45 + 11:30-13:00)
├─ Non-Compliant Time: 0:45 (training)
├─ Total Time: 4:00
├─ Adherence: (2:15 / 4:00) = 56% Non-adherent ✗

Solution Option 1: Schedule Exception
├─ Update master schedule for 10:45-11:30
├─ Mark as "Training - Exception"
├─ Configure SSG to include Training
├─ Result: Would be adherent ✓

Solution Option 2: Ignore Code
├─ Mark "Emergency Training" as Ignore
├─ When agent in training: Doesn't count
├─ Result: Adherence = 100% (training ignored) ✓

Solution Option 3: Coaching
├─ Supervisor counsels agent on schedule
├─ Reinforce adherence importance
├─ Coach on better timing for breaks
└─ Plan to avoid future non-adherence

Best Practice: Combination
├─ Use Solution 1 (schedule exception) immediately
├─ Use Solution 3 (coaching) to prevent future
└─ Use Solution 2 (ignore) only for legitimate reasons

Best Practices

Adherence Configuration

Monitoring

Coaching

Interview Cheat Sheet

Question Answer
What's real-time adherence? Compares actual agent state to scheduled state
How often monitored? 15, 30, or 60-minute intervals (configurable)
Yellow status meaning? Non-adherent or approaching non-adherence
Red status meaning? Severely non-adherent (significantly off schedule)
What's threshold? Flexibility in start/end time (e.g., ±5 min)
Adherence calculation? Map real-time state to schedule state, check threshold
Reason codes? Aux codes for secondary classification
Schedule state group? Maps Genesys states to scheduled activities
Multi-channel adherence? Track adherence per media type separately
What's ignore code? Activity excluded from adherence calculation
Common non-adherence? Unscheduled breaks, late returns, unplanned training
How improve adherence? Clear rules, thresholds, coaching, support
Impacts of poor adherence? Service level failure, staffing gaps, customer impact
Exception handling? Can be scheduled or handled with ignore codes
Reporting adherence? Daily/weekly reports by agent/team/site

Key Takeaways

Additional Resources

Official Documentation

Support & Training

Document Version Info

Last Updated: March 2026
Source: Genesys WFM Official Documentation
Validated: Current with January-March 2026 releases
Version: 1.0

Service Goals & Planning Groups

Genesys WFM Service Goals & Planning Groups Documentation

Study Notes

Topic Description
Service Goals Define SL, ASA, abandon rate targets
Service Level % of interactions answered within target time
ASA Average Speed to Answer in seconds
Abandon Rate % of offered interactions not answered
Planning Groups Organize workload by media type and route
Media Types Voice, email, chat, callback, messaging, workitems
Goal Templates Reusable at business unit level
Staffing Impact Goals drive forecasting and scheduling

Navigation

Admin → Workforce Management → Service Goals OR Admin → Workforce Management → Planning Groups

Service Goals Overview

Service Goals define target performance metrics for contact center operations. They specify acceptable levels for Service Level, Average Speed to Answer, and Abandon Rate, providing the basis for staffing forecasts and schedule creation.

Goal Components

Service Goal: Premium Support Voice

Performance Targets:
├─ Service Level: 80% in 20 seconds
│  └─ 80% of calls answered within 20 seconds
├─ Average Speed to Answer: 18 seconds average
│  └─ All calls average 18 second wait
├─ Abandon Rate: 5% maximum
│  └─ Maximum 5% of calls not answered

Definition:
├─ Media Type: Voice (inbound)
├─ Planning Group: Support Queue 001
├─ Time Period: Monday-Friday, 08:00-18:00
├─ Applies To: All support agents
└─ Level: Business Unit level

Key Metrics

Service Level (SL)

Definition: Percentage of calls answered within target time

Calculation:
├─ Offered: 1,000 calls
├─ Answered ≤20 seconds: 800 calls
├─ Answered >20 seconds: 200 calls
├─ SL = (800/1,000) × 100 = 80%

Benchmark:
├─ Excellent: 90%+
├─ Good: 80-90%
├─ Acceptable: 75-80%
├─ Poor: <75%

Average Speed to Answer (ASA)

Definition: Average wait time before agent answer

Calculation:
├─ Call 1 wait: 12 seconds
├─ Call 2 wait: 25 seconds
├─ Call 3 wait: 18 seconds
├─ Average: (12+25+18)/3 = 18.3 seconds

Benchmark:
├─ Excellent: <10 seconds
├─ Good: 10-20 seconds
├─ Acceptable: 20-30 seconds
├─ Poor: >30 seconds

Abandon Rate

Definition: Percentage of calls not answered

Calculation:
├─ Offered: 1,000 calls
├─ Answered: 950 calls
├─ Abandoned: 50 calls
├─ Abandon Rate = (50/1,000) × 100 = 5%

Benchmark:
├─ Excellent: <3%
├─ Good: 3-5%
├─ Acceptable: 5-8%
├─ Poor: >8%

Goal Templates

Service Goal Templates are reusable at the Business Unit level, providing standard goals for different work types.

Template Library:

Template 1: Premium Support (Voice)
├─ Service Level: 80% in 20 seconds
├─ ASA: 18 seconds
├─ Abandon Rate: 5%
├─ Use Case: VIP customers, escalations
└─ Staffing Impact: High (expensive)

Template 2: Standard Support (Voice)
├─ Service Level: 75% in 30 seconds
├─ ASA: 25 seconds
├─ Abandon Rate: 8%
├─ Use Case: Typical support queue
└─ Staffing Impact: Medium

Template 3: Basic Support (Voice)
├─ Service Level: 70% in 60 seconds
├─ ASA: 45 seconds
├─ Abandon Rate: 10%
├─ Use Case: IVR escalations, callbacks
└─ Staffing Impact: Low (cost efficient)

Template 4: Email Support
├─ Service Level: 95% in 4 hours
├─ ASA: 2 hours (median)
├─ Abandon Rate: N/A
├─ Use Case: Email queue
└─ Staffing Impact: Different (async work)

Template 5: Chat Support
├─ Service Level: 85% in 30 seconds
├─ ASA: 20 seconds
├─ Abandon Rate: 7%
├─ Use Case: Real-time chat
└─ Staffing Impact: Medium-High

Template 6: Callback
├─ Service Level: 90% within 1 hour
├─ ASA: N/A (scheduled)
├─ Abandon Rate: <2%
├─ Use Case: Scheduled callbacks
└─ Staffing Impact: Planned

Planning Groups Overview

Planning Groups organize workloads by media type and route path, enabling precise forecasting and scheduling for different work types.

Planning Group Structure

Planning Group: Support - Voice Queue 001

Organization:
├─ Name: Support - Voice Queue 001
├─ Business Unit: Support Operations
├─ Media Type: Voice (Inbound)
├─ Queue/Route: Support_Queue_001
├─ Service Goal: Premium Support
├─ Staffing Group: Support_Agents_Tier_2

Configuration:
├─ Agent Skills Required: Support Level 2+
├─ Agents Available: 50
├─ Agent Availability: Scheduled
├─ Activity Code: SUPPORT_VOICE
└─ Multi-Activity: Can blend with other activities

Scheduling:
├─ Work Plans: Standard Full-Time, Part-Time Flex
├─ Hours Available: 09:00-17:00 Mon-Fri
├─ Staffing Model: Load-based (forecast-driven)
└─ Peak Coverage: 10:00-14:00 (highest demand)

Multi-Media Planning Groups

Planning Group 1: Blended Support (Voice + Email)

Media Types:
├─ Voice (Inbound) - 60% of time
├─ Email (Responses) - 40% of time
├─ Single planning group spans both

Service Goals:
├─ Voice: 80% SL, 20s ASA
├─ Email: 95% 4-hour response
└─ Blended staffing meets both

Agent Assignment:
├─ Agents skilled in both voice and email
├─ Can switch between during shift
├─ Occupancy: Total work load
└─ Adherence: Tracks combined

Benefits:
├─ Flexibility (switch between work types)
├─ Efficiency (right sizing)
├─ Cost effective (fewer agents needed)
└─ Better work variety

Example:
├─ Agent on call: 5 minutes (voice)
├─ Agent responds to emails: 2 minutes each (email)
├─ Total work + availability = occupancy

Planning Group Creation Checklist

Step 1: Define Fundamentals
☐ Planning Group Name
☐ Business Unit
☐ Media Type(s)
☐ Queue/Route Assignment
☐ Description & Purpose

Step 2: Associate Service Goals
☐ Service Level %
☐ ASA Target
☐ Abandon Rate
☐ Performance Interval

Step 3: Assign Resources
☐ Select Staffing Group
☐ Define Skill Requirements
☐ Specify Agent Availability
☐ Configure Blending (if multi-media)

Step 4: Configure Scheduling
☐ Work Plans
☐ Available Hours
☐ Days Operational
☐ Staffing Flexibility

Step 5: Test & Activate
☐ Validate skill assignments
☐ Test with sample forecast
☐ Confirm staffing calculations
☐ Activate for use

Goal Setting Best Practices

SL Target Selection:

Considersations:
├─ Industry Standard: 80% for voice typical
├─ Customer Expectations: What do customers expect?
├─ Staffing Cost: Higher SL = more agents
├─ Competition: What competitors offer
├─ Current Performance: Realistic improvement path
└─ Business Objectives: Strategic alignment

Decision Matrix:

Volume Level | Industry SL | Typical SL | Cost Impact
─────────────|──────────── |────────── |────────────
Low (<500/day)| 80%         | 85-90%   | -
Medium (500-2k)| 80%        | 80-85%   | Baseline
High (2k+)    | 75-80%      | 75-80%   | High (many agents)

Recommendation:
├─ Start with 80% in 20 seconds (industry standard)
├─ Adjust based on customer feedback
├─ Increase gradually as team improves
├─ Only decrease if cost absolutely prohibitive
└─ Communicate goals to team

Real-World Examples

Example 1: Single Planning Group (Voice Only)

Organization: Small Contact Center
Team: Support Only
Volume: 5,000 calls/day

Planning Group Setup:
├─ Name: Support - Voice Queue
├─ Media Type: Voice Inbound
├─ Queue: Support_Main
├─ Service Goal: Standard Support
│  ├─ SL: 75% in 30 seconds
│  ├─ ASA: 25 seconds
│  └─ Abandon: 8%
├─ Staffing Group: Support Agents (40 total)
└─ Scheduling: Load-based with forecast

Impact:
├─ Single forecast for all support calls
├─ All agents cross-trained in support
├─ Flexible scheduling across team
├─ Straightforward staffing calculations
└─ 5,000 calls ÷ 40 agents = 125 calls/agent/day

Example 2: Multi-Planning Group (Segmented)

Organization: Enterprise Contact Center
Team: Support (Tiered) + Sales
Volume: 50,000 calls/day

Planning Group 1: Support Tier 1 (Inbound Voice)
├─ SL: 70% in 60 seconds (lower priority)
├─ Agents: 100
├─ Volume: 20,000 calls/day
└─ Complex calls escalated to Tier 2

Planning Group 2: Support Tier 2 (Inbound Voice)
├─ SL: 85% in 20 seconds (VIP/escalations)
├─ Agents: 40
├─ Volume: 10,000 calls/day (escalated + complex)
└─ Expert agents with higher skill

Planning Group 3: Support - Email
├─ SL: 95% in 4 hours
├─ Agents: 25
├─ Volume: 8,000 emails/day
└─ Async work, different staffing model

Planning Group 4: Sales - Outbound
├─ Outbound calls
├─ Agents: 30
├─ Volume: 3,000 calls/day (dialing ratio)
└─ Non-traditional SL (contact rate goals)

Planning Group 5: Blended - Email + Chat
├─ Email + Chat handling
├─ Agents: 20
├─ Volume: 9,000 interactions/day
└─ Flexible blended staffing

Total:
├─ Planning Groups: 5
├─ Agents: 215 total
├─ Calls/Emails/Chats: 50,000 total daily
└─ Complexity: High (requires separate forecasts for each)

Benefits:
├─ Skill segmentation (Tier 1 vs 2)
├─ Appropriate goals per tier (70% vs 85%)
├─ Specialized handling (email vs voice)
├─ Cost optimization (right agents for right work)
└─ Performance clarity (each group tracked separately)

Example 3: Multi-Channel Blended

Organization: Financial Services
Team: Support (Multi-Channel)
Channels: Voice, Email, Chat

Planning Group: Support - Omnichannel
├─ Media Types: Voice + Email + Chat
├─ Volume Mix:
│  ├─ Voice: 50% (5,000 calls/day)
│  ├─ Email: 35% (3,500 emails/day)
│  └─ Chat: 15% (1,500 chats/day)
│
├─ Service Goals:
│  ├─ Voice: 80% SL, 20s ASA, 5% abandon
│  ├─ Email: 95% in 4 hours response
│  └─ Chat: 85% SL, 25s response
│
├─ Staffing: 50 agents
│  ├─ All trained in voice
│  ├─ Most trained in email
│  └─ Some trained in chat
│
├─ Scheduling:
│  ├─ Agents switch between channels during day
│  ├─ Chat staffing peak 10-14:00
│  ├─ Email staffing even throughout day
│  └─ Voice staffing follows volume curve
│
└─ Benefits:
   ├─ Flexibility (agents move where needed)
   ├─ Efficiency (prevent over-staffing one channel)
   ├─ Agent variety (less repetitive)
   └─ Cost effective (fewer total agents needed)

Staffing Calculation:
├─ Voice 5,000 calls: Need ~12-15 agents
├─ Email 3,500/day: Need ~8-10 agents
├─ Chat 1,500: Need ~4-6 agents
├─ If separate: ~25-30 agents total needed
├─ If blended: ~18-20 agents sufficient
└─ Savings: ~25% headcount reduction through blending

Service Goal Alignment

Cascading Goals:

Business Strategy
├─ Customer experience excellence
├─ 95% customer satisfaction target
└─ Competitive advantage

Operations Goals
├─ Support SL: 80%
├─ Sales SL: 75%
├─ Email Response: 4 hours
└─ Chat Response: 25 seconds

Team Goals
├─ Agent individual targets
├─ Team performance tracking
├─ Coaching opportunities
└─ Recognition for achievement

Individual Goals
├─ Adherence to schedule
├─ Quality metrics
├─ Compliance
└─ Development

Measurement & Feedback
├─ Daily intraday metrics
├─ Weekly/monthly reports
├─ Coaching sessions
├─ Performance reviews
└─ Adjustments to goals

Best Practices

Goal Setting

Planning Group Design

Interview Cheat Sheet

Question Answer
What's service goal? Target metrics for SL, ASA, abandon rate
What's SL? % of calls answered within target time
What's ASA? Average wait time before answer
Typical SL? 80% in 20 seconds (industry standard)
What's planning group? Workload organized by media type and route
Planning group purpose? Separate forecasting and scheduling
How many planning groups? 1-5 typical (depends on complexity)
Media types? Voice, email, chat, callback, messaging, workitems
Goal templates? Reusable at business unit level
Why segment? Cost optimization, skill alignment, clear metrics
Multi-channel? Agents handle multiple media types
Benefits blending? Flexibility, efficiency, cost savings
SL formula? (Answered within target) / Total offered × 100

Key Takeaways

Document Version Info

Last Updated: March 2026
Validated: Current with March 2026 release
Version: 1.0

Capacity Planning

Genesys WFM Capacity Planning Documentation

Study Notes

Topic Description
Capacity Planning Long-range 2-year staffing forecasts and hiring needs
Hiring Plans Project required agents based on volume growth
Shrinkage Modeling Account for breaks, absences, training, meetings
Attrition Planning Factor in turnover rates (typical 10-15% annual)
FTE Calculation Full-time equivalent staffing requirements
What-If Scenarios Model multiple growth/demand scenarios
Multi-Skill Planning Plan for multiple planning groups and skill sets
Business Unit Level Create capacity plans per business unit

Navigation

Admin → Workforce Management → Capacity Planning OR Menu → Workforce Management → Planning → Capacity Plans

Capacity Planning Overview

Capacity Planning enables organizations to forecast long-range (up to 2 years) staffing needs based on projected demand, anticipated shrinkage, and expected attrition. It answers the strategic question: "How many agents do we need to hire in the next 6-12-24 months?"

Capacity Planning functions:

Capacity Planning Process

Capacity Planning Workflow:

Input Phase:
├─ Volume Forecast (2 years forward)
├─ Service Level Goals
├─ Average Handle Time (AHT)
├─ Shrinkage Rate (% unavailable)
├─ Attrition Rate (% turnover)
└─ FTE Targets (if applicable)

Processing:
├─ Calculate staffing needed by period
├─ Apply shrinkage adjustments
├─ Apply attrition (turnover) adjustments
├─ Factor in training ramp-up time
└─ Model multiple scenarios

Output Phase:
├─ Hiring requirements by month
├─ Training schedule
├─ Budget projections
├─ Risk identification
├─ Recommendation scenarios
└─ Long-term staffing plan

Usage:
├─ HR coordinates recruitment
├─ Budget allocates hiring resources
├─ Training schedules onboarding
├─ Leadership makes staffing decisions
└─ Ongoing refinement based on actuals

Key Concepts

Staffing Calculation Formula

Basic Staffing Calculation:

Staffing Required = (Volume × AHT) / Available Hours

Example:
├─ Volume: 5,000 calls/day
├─ AHT: 300 seconds (5 minutes)
├─ Target SL: 80% in 20 seconds
│  └─ Staffing calculation: (5,000 × 300) / 3,600 = 416.67 agent-hours needed
│
├─ Workday: 8 hours (28,800 seconds available per agent)
├─ Agents needed: 416.67 ÷ 8 = 52.08 agents
└─ Rounded: 52-53 agents minimum for stated conditions

Advanced Calculation (with shrinkage):

Staffing Required = ((Volume × AHT) / Available Hours) × (1 / (1 - Shrinkage Rate))

With 30% Shrinkage:
├─ Base staffing: 52 agents
├─ Shrinkage factor: 1 / (1 - 0.30) = 1.43
├─ Total staffing needed: 52 × 1.43 = 74.36 agents
└─ Actual: 75 agents (accounting for shrinkage)

Shrinkage

Shrinkage represents the percentage of time agents are unavailable for customer work.

Shrinkage Components (Typical 25-35%):

Paid Time Off:
├─ Vacation: 2.5% (20 days ÷ 260 work days)
├─ Sick Leave: 1.5% (12 days ÷ 260)
├─ Personal Time: 1% (8 days ÷ 260)
└─ Subtotal: ~5%

Scheduled Non-Work:
├─ Breaks: 8% (2 × 15 min breaks per 8-hr shift)
├─ Lunch: 12% (1 hour per 8-hr shift)
└─ Subtotal: ~20%

Other Non-Productive:
├─ Meetings: 2%
├─ Training: 2%
├─ Administrative: 1%
├─ Unplanned absences: 2%
└─ Subtotal: ~7%

Total Shrinkage: ~32% (typical)

This means:
├─ 8-hour shift = 5.44 hours available for customer work
├─ OR you need 1.47 agents for every 1 customer-facing agent needed

Attrition (Turnover)

Attrition is the rate at which employees leave the organization.

Typical Contact Center Attrition: 10-20% annually

Attrition Impacts:

Monthly Impact Example (100 agents, 15% annual):
├─ 15% ÷ 12 = 1.25 agents/month turnover
├─ Planning for 12 months: 15 agents departing
├─ To maintain 100 agents: Must hire 15 new agents

With Growth (5% growth + 15% turnover):
├─ Current: 100 agents
├─ Target: 105 agents (5% growth)
├─ Turnover expected: 15 agents
├─ Total to hire: 105 - 100 + 15 = 20 agents
├─ Hiring rate: 1.67 agents/month
└─ Timeline: 12 months to recruit and train

Factors Affecting Attrition:
├─ Compensation levels
├─ Work environment quality
├─ Career development opportunities
├─ Schedule flexibility
├─ Work-life balance
├─ Management quality
├─ Job satisfaction
└─ Industry benchmarks

Capacity Plan Creation

Creating a Capacity Plan

Step 1: Define Planning Parameters

Period Definition:
├─ Start Date: January 1, 2026
├─ End Date: December 31, 2027 (24 months)
├─ Intervals: Monthly
└─ Business Unit: Select target BU

Step 2: Input Volume Forecast

Volume Projections:
├─ Month 1: 5,000 calls/day (baseline)
├─ Month 2: 5,100 calls/day (+2%)
├─ Month 3: 5,200 calls/day (+4% YoY)
├─ ... (continue for 24 months)
└─ Can import from existing forecasts or enter manually

Step 3: Configure Service Levels

Service Goals:
├─ Service Level: 80% in 20 seconds
├─ ASA: 18 seconds
├─ Abandon Rate: 5%
├─ AHT: 300 seconds (5 minutes)
└─ Apply to all planning groups or specific ones

Step 4: Set Staffing Parameters

Shrinkage & Attrition:
├─ Shrinkage Rate: 30%
├─ Attrition Rate: 15% annually (1.25% monthly)
├─ Training Ramp-Up: 60% productivity week 1, 80% week 2, 100% week 3
├─ Training Duration: 2 weeks
└─ Seasonal Adjustments: Higher in Q4, lower in Q1

Step 5: Configure Planning Groups

Multi-Skill Planning:
├─ Planning Group 1: Voice Support (60% of volume)
├─ Planning Group 2: Email Support (40% of volume)
├─ Planning Group 3: Chat (optional blended group)
└─ Staffing Groups: Can map multiple skills to handle

Step 6: Review Calculations

System Calculates:
├─ Monthly staffing requirements
├─ Hiring needs accounting for attrition
├─ Training schedule and capacity
├─ Budget impact
├─ FTE projections
├─ Multi-skill distribution
└─ Over/under-staffing risks

Step 7: Scenario Analysis

Create What-If Scenarios:
├─ Copy existing plan
├─ Adjust variables:
│  ├─ Modify volume forecast (+/- %)
│  ├─ Adjust SL targets
│  ├─ Change attrition assumptions
│  └─ Update shrinkage rates
├─ Compare scenarios
└─ Select recommended plan

Real-World Examples

Example 1: Growth Planning (30% Growth Over 12 Months)

Current State (Jan 2026):
├─ Headcount: 100 agents
├─ Daily Volume: 5,000 calls
├─ SL: 80%
├─ Annual Attrition: 15%

Growth Forecast:
├─ Q1: +5% volume (5,250 calls)
├─ Q2: +10% volume (5,500 calls)
├─ Q3: +20% volume (6,000 calls)
├─ Q4: +30% volume (6,500 calls)

Capacity Plan Calculation:

Month 1 (Jan):
├─ Volume: 5,000 calls/day
├─ Staffing needed: 75 (including 30% shrinkage)
├─ Current staff: 100
├─ Status: Over-staffed (+25)

Month 3 (Mar):
├─ Volume: 5,250 calls/day (+5%)
├─ Staffing needed: 79
├─ Attrition: 1.25 agents/month = 3.75 to date
├─ Current staff: 96
├─ Status: Over-staffed, but shrinking

Month 6 (Jun):
├─ Volume: 5,500 calls/day (+10%)
├─ Staffing needed: 83
├─ Attrition YTD: 7.5 agents
├─ Current staff: 92
├─ Status: At capacity

Month 12 (Dec):
├─ Volume: 6,500 calls/day (+30%)
├─ Staffing needed: 98
├─ Attrition YTD: 15 agents
├─ Total to hire: (98 - 100) + 15 = +13 agents
├─ Current staff with hires: 113
└─ Status: Meeting demand

Hiring Plan:
├─ Month 1-2: No hiring (use excess)
├─ Month 3-4: Begin recruiting (start with 2-3/month)
├─ Month 5-8: Accelerate hiring (5/month)
├─ Month 9-12: Intensive hiring (4/month)
├─ Total new hires: 28 agents
├─ Training cohorts: 4 groups of 7 agents
├─ Training timeline: 2-week program per cohort

Budget Impact:
├─ Current salary cost: $4.8M/year (100 × $48k)
├─ Additional 13 agents: +$624K/year
├─ Training cost: 28 × $2,000 = $56K
├─ Equipment/setup: 28 × $500 = $14K
└─ Total additional cost: ~$694K over 12 months

Example 2: Scenario Planning (High vs Low Growth)

Base Scenario: 15% Growth
├─ Jan: 5,000 calls/day
├─ Dec: 5,750 calls/day
├─ Staffing Jan: 75 agents
├─ Staffing Dec: 87 agents
├─ Hiring needed: 15 agents (net of attrition)
└─ Annual cost increase: $720K

Aggressive Scenario: 25% Growth
├─ Jan: 5,000 calls/day
├─ Dec: 6,250 calls/day
├─ Staffing Jan: 75 agents
├─ Staffing Dec: 94 agents
├─ Hiring needed: 22 agents (net of attrition)
└─ Annual cost increase: $1,056K

Conservative Scenario: 5% Growth
├─ Jan: 5,000 calls/day
├─ Dec: 5,250 calls/day
├─ Staffing Jan: 75 agents
├─ Staffing Dec: 79 agents
├─ Hiring needed: 8 agents (net of attrition)
└─ Annual cost increase: $384K

Comparison:
├─ Cost Range: $384K to $1,056K
├─ Headcount Range: 8 to 22 new hires
├─ Timing Impact: Early hires for high growth, delayed for conservative
└─ Recommendation: Plan for base case, stay flexible for scenarios

Example 3: Multi-Skill Planning

Scenario: Voice + Email Blended Team

Planning Group Distribution:
├─ Voice Support: 60% of workload
├─ Email Support: 40% of workload
└─ Single agent team handling both

Staffing Calculation:

Voice Staffing:
├─ Volume: 3,000 calls/day
├─ AHT: 300 seconds
├─ Base: 45 agents (with shrinkage)

Email Staffing:
├─ Volume: 2,000 emails/day
├─ AHT: 600 seconds
├─ Base: 30 agents (with shrinkage)

Blended Approach (Single Planning Group):
├─ Combined workload: 45 + 30 = 75 agent-hours
├─ Blended team: 60 agents (20% efficiency gain)
├─ Staffing needed: 60 agents (vs 75 separate)
├─ Savings: 15 agents / $720K annually

Requirements:
├─ All 60 agents trained in voice
├─ All 60 agents trained in email
├─ Ability to switch between during shift
├─ Proper activity coding for tracking
├─ Balanced workload distribution
└─ Adequate systems for both channels

Benefits:
├─ Cost savings: 20% staffing reduction
├─ Flexibility: Can shift agents to high-demand channel
├─ Agent satisfaction: Work variety
├─ Efficiency: Prevents over-staffing one channel
└─ Resilience: Handle channel imbalances

Best Practices

Forecasting Accuracy

Hiring & Training

Staffing Decisions

Interview Cheat Sheet

Question Answer
What's capacity planning? Long-range (2-year) workforce staffing forecasts
Why capacity planning? Project hiring needs months in advance
Key inputs? Volume forecast, SL goals, AHT, shrinkage, attrition
What's shrinkage? % unavailable time (breaks, meetings, training ~30%)
What's attrition? Employee turnover rate (typical 10-20% annually)
How calculate staffing? (Volume × AHT) / Available Hrs × (1 / (1 - Shrinkage))
Planning horizon? Up to 2 years forward
FTE? Full-time equivalent (one agent = 1 FTE)
Multi-skill planning? Plan for agents handling multiple channels
What-if scenarios? Model high/low growth alternatives
Training ramp-up? New agents reach 100% productivity over 2-4 weeks
Hiring timeline? Start recruiting 3-6 months before need
Cost calculation? Salary + benefits + training + equipment
Over-staffing issue? Wasted labor cost, low occupancy
Under-staffing issue? Service level failure, agent burnout

Key Takeaways

Additional Resources

Official Documentation

Support & Training

Document Version Info

Last Updated: March 2026
Validated: Current with March 2026 release
Version: 1.0

Agent Self-Service

Genesys WFM Agent Self-Service Documentation

Study Notes

Topic Description
Agent Portal Web-based access to schedules, time-off, trades
Mobile App iOS/Android for on-the-go schedule management
Desktop Features View schedules, request time-off, trade shifts
Mobile Features Push notifications, offline access, touch-friendly
Schedule View Calendar and detailed views of shifts
Preferences Availability, shift preferences, communication settings
Reporting Personal adherence, performance history
Flexibility Agent control over schedules within policy

Navigation

Agent Portal: Agent Self-Service URL (desktop) Mobile App: Genesys Tempo (iOS/Android)

Agent Self-Service Overview

Agent Self-Service empowers employees to manage their work schedules and make work-life balance decisions within company policies. Available on desktop web portal and mobile apps (iOS/Android), self-service reduces administrative burden on supervisors while giving agents more control over their schedules.

Agent Self-Service functions:

Self-Service Benefits

For Agents:
├─ Anytime access (24/7 from home/mobile)
├─ Flexibility to trade shifts easily
├─ Control over scheduling preferences
├─ Transparency in time-off balances
├─ Fast approvals (often automatic)
├─ Mobile convenience
├─ Peace of mind with visibility
└─ Reduced interactions with supervisor

For Supervisors:
├─ Reduced administrative work
├─ Faster request processing
├─ Better visibility of changes
├─ Fewer phone inquiries
├─ More time for coaching
├─ Accurate preference tracking
├─ Better agent satisfaction
└─ Improved team morale

For Organization:
├─ Improved agent satisfaction
├─ Better work-life balance perception
├─ Lower turnover risk
├─ Operational efficiency
├─ Cost savings (less admin time)
├─ Data accuracy
├─ Competitive advantage in hiring
└─ Agility in staffing changes

Desktop Web Portal

The desktop Agent Self-Service Portal is accessed through a web browser, providing full functionality on any computer with internet access.

Home Dashboard

Agent Portal Home:

Welcome Header:
├─ Agent Name: John Smith
├─ Site: New York - Support Team
├─ Next Shift: Tuesday 09:00-17:00 (2 days away)
└─ Status: On Schedule

Quick Actions (Buttons):
├─ View Full Schedule
├─ Request Time Off
├─ Find Shift Trades
├─ See My Performance
├─ Manage Preferences
└─ Contact Manager

Next Shift Details:
├─ Start Time: 09:00
├─ End Time: 17:00
├─ Activity: Support Voice
├─ Location: Manhattan Office
├─ Duration: 8 hours
└─ Status: Confirmed

Recent Notifications:
├─ "Schedule updated for next week"
├─ "Time-off request approved"
├─ "John accepted your trade request"
└─ "Team meeting rescheduled"

Schedule View Features

My Schedule - Calendar View:

Calendar Display:
├─ 4-week view (customizable)
├─ Color-coded by activity:
│  ├─ Blue: Voice Support
│  ├─ Green: Email Support
│  ├─ Yellow: Training
│  ├─ Gray: Time Off
│  ├─ Red: Holiday
│  └─ White: Day Off
├─ Click date for details
├─ Drag to copy/move
└─ Export to calendar app

Shift Details (Click Any Shift):
├─ Date: Tuesday, March 18, 2026
├─ Start: 09:00 | End: 17:00
├─ Duration: 8 hours 0 minutes
├─ Activity: Support Voice
├─ Queue: Support_Queue_001
├─ Break 1: 10:30-10:45 (15 min)
├─ Lunch: 12:00-13:00 (1 hour)
├─ Break 2: 14:30-14:45 (15 min)
├─ Location: Office
├─ Manager: Jane Doe
└─ Notes: Regular schedule

Historical Schedule:
├─ View past weeks (up to 12 months)
├─ Review actual vs scheduled
├─ Track adherence history
└─ Understand patterns

Future Schedule:
├─ View up to 26 weeks forward
├─ Plan ahead for preferences
├─ Identify conflicts early
├─ See blackout dates
└─ Plan time-off accordingly

Time-Off Management

Request Time Off:

Simple Workflow:
1. Click "Request Time Off"
2. Select Type:
   ├─ Vacation
   ├─ Sick Leave
   ├─ Personal Time
   ├─ Unpaid
   └─ Other
3. Select Dates (Calendar Picker):
   ├─ Click start date
   ├─ Click end date
   ├─ See selected dates highlighted
   └─ Show conflicting requests
4. Add Notes (Optional):
   └─ "Family visit" or "Medical appointment"
5. Review & Submit:
   ├─ Confirm dates
   ├─ See balance impact
   ├─ Check approval likelihood
   └─ Submit request

View Status:
├─ Pending Requests:
│  ├─ March 20-21 (Vacation) - PENDING
│  ├─ Submitted: 3 days ago
│  ├─ Required days notice: Met (14 days)
│  └─ Status: Awaiting manager review
│
├─ Approved:
│  ├─ April 5-10 (Vacation) - APPROVED
│  ├─ June 15 (Personal) - APPROVED
│  └─ July 4 (Holiday) - AUTOMATIC
│
└─ Rejected:
   ├─ None recorded
   └─ No rejections in history

View Balances:
├─ Vacation:
│  ├─ Total Available: 20 days
│  ├─ Used YTD: 5 days
│  ├─ Pending Requests: 2 days
│  └─ Remaining: 13 days
│
├─ Sick Leave:
│  ├─ Total Available: 10 days
│  ├─ Used YTD: 2 days
│  ├─ Pending Requests: 0 days
│  └─ Remaining: 8 days
│
└─ Personal Time:
   ├─ Total Available: 5 days
   ├─ Used YTD: 1 day
   ├─ Pending Requests: 0 days
   └─ Remaining: 4 days

Shift Trading

Find Shift Trades:

Search Interface:
├─ Start Date Picker
├─ End Date Picker
├─ Activity Filter (Optional):
│  ├─ All Activities
│  ├─ Voice Support Only
│  └─ Email Support Only
├─ Time Filter (Optional):
│  ├─ Morning (before 12:00)
│  ├─ Afternoon (12:00-17:00)
│  └─ Evening (after 17:00)
└─ Search Button

Results Display:
├─ Agent 1: Thomas
│  ├─ Shift: Thursday 10:00-18:00 (Support Voice)
│  ├─ Skills Match: Yes ✓
│  ├─ Propose Trade: Button
│  └─ View Profile: Link
│
├─ Agent 2: Maria
│  ├─ Shift: Friday 09:00-17:00 (Support Voice)
│  ├─ Skills Match: Yes ✓
│  ├─ Propose Trade: Button
│  └─ View Profile: Link
│
└─ Agent 3: David
   ├─ Shift: Wednesday 14:00-22:00 (Email Support)
   ├─ Skills Match: Partial ⚠
   ├─ Propose Trade: Button (with note)
   └─ View Profile: Link

Propose Trade:
1. Select agent from results
2. Confirm Details:
   ├─ My Shift: Friday 09:00-17:00
   ├─ Their Shift: Thursday 10:00-18:00
   ├─ Skills Compatibility: Verified ✓
   └─ Activity Match: Voice to Voice ✓
3. Add Message (Optional):
   └─ "Really appreciate if you can help!"
4. Send Trade Request

Track Pending Trades:
├─ Request Sent:
│  ├─ To: Thomas (Friday trade)
│  ├─ Sent: 2 hours ago
│  ├─ Status: AWAITING RESPONSE
│  └─ Cancel Request: Option
│
├─ Requests Received:
│  ├─ From: Sarah (Tuesday trade)
│  ├─ Received: 1 hour ago
│  ├─ Shift Details: Mon 09-17 for Wed 14-22
│  ├─ Accept: Button
│  └─ Decline: Button
│
└─ Completed Trades:
   ├─ Traded with Jason (March 10)
   ├─ Traded with Lisa (February 28)
   └─ View History: Link

Personal Preferences

Manage Preferences:

Basic Information:
├─ Name: John Smith (Read-only)
├─ Email: john.smith@company.com (Editable)
├─ Phone: 212-555-0123 (Editable)
├─ Site: New York Support (Read-only)
├─ Team: Support Tier 1 (Read-only)
├─ Manager: Jane Doe (Read-only)
└─ Start Date: January 15, 2023 (Read-only)

Availability Windows:
├─ Preferred Start Time: 09:00
├─ Preferred End Time: 17:00
├─ Can Start Earlier: 08:00 (Willing)
├─ Can End Later: 18:00 (Willing)
├─ Days Preferred: Mon-Fri
├─ Weekends: Not preferred
└─ Save Preferences: Button

Scheduling Preferences:
├─ Split Shifts: Not preferred
├─ Consecutive Days Worked: Max 5 (preferred)
├─ Days Off Preference: Mondays (if possible)
├─ Break Timing: Before 11:00 preferred
├─ Lunch Timing: 12:00-13:00 preferred
├─ Flexibility: Moderate (willing to adjust)
└─ Save Preferences: Button

Work Preferences:
├─ Preferred Activity: Voice Support
├─ Willing to Blend: Yes (40% email)
├─ Open to New Activities: Yes
├─ Overtime Interest: Some (up to 5 hrs/week)
├─ Schedule Variation: Prefer consistency
└─ Save Preferences: Button

Communication Preferences:
├─ Schedule Updates: Email ✓ SMS ☐ App ☐
├─ Emergency Notices: Email ✓ SMS ✓ Phone ✓
├─ Shift Changes: Email ✓ SMS ✓
├─ Manager Messages: Email ✓ App ✓
├─ Preferred Language: English
└─ Save Preferences: Button

Performance & Reporting

My Performance:

Adherence:
├─ Current Week Adherence: 94%
│  └─ Status: ✓ Excellent (>90%)
├─ Last Week Adherence: 91%
│  └─ Status: ✓ Good
├─ Monthly Average: 92%
│  └─ Trend: Improving ↑
├─ YTD Average: 91%
│  └─ Status: On Target
└─ View Detailed Report: Link

Quality Metrics:
├─ Customer Satisfaction: 4.2/5.0 (if tracked)
├─ Call Quality Score: 87/100 (if tracked)
├─ First Contact Resolution: 92% (if tracked)
├─ Email Response Quality: Good (if tracked)
└─ View Detailed Report: Link

Historical Data:
├─ Adherence by Week (chart)
├─ Adherence by Day (breakdown)
├─ Attendance Record (details)
├─ Coaching Feedback (recent)
└─ Export to Excel: Option

Submit Adherence Explanation:
├─ If below threshold (e.g., <85%):
│  ├─ Day: Monday
│  ├─ Reason: Training session (unplanned)
│  ├─ Duration: 1 hour 30 min
│  ├─ Explanation: "Emergency product training"
│  └─ Submit: Button
└─ Manager notified of explanation

Mobile App (iOS/Android)

The mobile Genesys Tempo app provides schedule management on-the-go with push notifications and offline access.

Mobile Features

Mobile Home Screen:

Next Shift Widget:
├─ Date & Day: Tuesday, March 18
├─ Time: 09:00 - 17:00
├─ Countdown: "In 2 days"
├─ Activity: Support Voice
└─ Tap to Expand

Quick Action Buttons:
├─ 📅 View Schedule (Calendar)
├─ ⏰ Request Time Off
├─ 🔄 Find Trades
├─ 📊 My Performance
├─ ⚙️ Preferences
└─ 💬 Message Manager

Recent Notifications:
├─ 🟢 Schedule Updated (2 hrs ago)
├─ ✅ Time-off Approved (5 hrs ago)
├─ 🔄 Trade Request from Sarah (1 hr ago)
└─ 📅 Meeting Scheduled (1 day ago)

Swipe Navigation:
├─ ← Left: Previous week/section
└─ Right →: Next week/section

Schedule View (Mobile)

Mobile Schedule - Week View:

Compact Calendar:
├─ MON | TUE | WED | THU | FRI | SAT | SUN
├─ [Off] [9-5] [9-5] [9-5] [9-5] [Off] [Off]
│         💙   💙   💙   💙
│     (Color indicates activity)
│
├─ Tap date for full shift details
└─ Swipe to change week

Shift Detail View (Tap Shift):
├─ Tuesday, March 18
├─ 09:00 - 17:00 (8 hours)
├─ Support Voice
├─ Break: 10:30-10:45
├─ Lunch: 12:00-13:00
├─ Location: NYC Office
├─ Map/Directions: Button (if location enabled)
└─ Options:
   ├─ 🔄 Trade This Shift
   ├─ 🕐 Request Time Off
   └─ 📞 Contact Manager

Day/Week/Month Toggle:
├─ 📅 Day View
├─ 📆 Week View (default)
├─ 📊 Month View
└─ Switch Views: Swipe

Offline Capability:
├─ Download Schedule: Auto-sync
├─ View While Offline: Yes
├─ Add Local Notes: Yes
├─ Sync When Online: Auto
└─ Notification: "Offline Mode"

Time-Off on Mobile

Request Time-Off Flow:

1. Tap "Request Time Off"
2. Select Type:
   ├─ Vacation
   ├─ Sick Leave
   ├─ Personal Time
   ├─ Unpaid
   └─ Other

3. Pick Dates (Calendar Picker):
   ├─ Tap start date
   ├─ Tap end date
   ├─ Dates highlight in blue
   ├─ Conflicts shown in red
   └─ Next >

4. Review & Confirm:
   ├─ "March 20-21 (2 days)"
   ├─ "Vacation"
   ├─ "Balance: 13 remaining"
   ├─ "Likely: Auto-Approved ✓"
   └─ Submit >

5. Confirmation:
   ├─ ✅ "Request Submitted"
   ├─ "Status: PENDING"
   ├─ "Check status in Profile"
   └─ Back to Home

Notification When Approved:
├─ Push: "Your time-off approved!"
├─ Show Status: APPROVED
├─ Dates Added to Calendar
└─ Sync with phone calendar (option)

Mobile Notifications

Push Notification Types:

Schedule Changes:
├─ "Your schedule for next week updated"
├─ "New shift added: Friday 2-10pm"
├─ "Shift cancelled: Thursday"
└─ Tap: Shows schedule change

Time-Off Status:
├─ "Your vacation request approved"
├─ "Time-off request pending manager review"
├─ "Time-off request denied - resubmit?"
└─ Tap: Shows status and details

Shift Trade Activity:
├─ "Thomas accepted your trade!"
├─ "Sarah wants to trade with you"
├─ "Your trade request expired"
└─ Tap: Shows trade details

Manager Messages:
├─ "Message from Jane: 'Great work!'"
├─ "Schedule preference updated"
├─ "Team announcement posted"
└─ Tap: Shows message/details

General:
├─ "Payroll posted"
├─ "Benefits reminder"
├─ "Training available"
└─ Tap: Shows details

Notification Settings:
├─ Toggle each notification type
├─ Quiet Hours: (e.g., 22:00-08:00)
├─ Sound: On/Off
├─ Vibration: On/Off
├─ Do Not Disturb: Honor system
└─ Save Settings: Button

Mobile Preferences

Settings (Gear Icon):

Account:
├─ Name: John Smith
├─ Email: john.smith@... (Editable)
├─ Phone: (Editable)
├─ Password: Change (Button)
├─ Log Out: Button
└─ About App: Version info

Notifications:
├─ Schedule Updates: ✓ ON
├─ Time-Off Status: ✓ ON
├─ Trade Requests: ✓ ON
├─ Messages: ✓ ON
├─ Quiet Hours: 22:00-08:00
├─ Sound: ✓ ON
└─ Vibration: ✓ ON

Display:
├─ Dark Mode: ☐ OFF (toggle)
├─ Language: English (dropdown)
├─ Time Format: 24-hour (toggle)
├─ Calendar View: Week (default)
└─ Font Size: Normal (slider)

Preferences:
├─ Sync Schedule: Every 1 hour
├─ Offline Storage: Enabled
├─ Calendar Export: iCal/Outlook
├─ Contact Manager: Phone/Email
└─ Save Preferences: Button

Privacy:
├─ Location Services: (Ask)
├─ Camera Access: Disabled
├─ Contacts Access: Disabled
├─ Calendar Access: Enabled
├─ Privacy Policy: Link
└─ Terms of Service: Link

Best Practices

Portal Usage

Mobile App

Agent Satisfaction

Interview Cheat Sheet

Question Answer
What's agent self-service? Web/mobile portal for agents to manage schedules
Desktop vs mobile? Desktop full features, mobile on-the-go convenience
Can agents see schedules? Yes, up to 26 weeks forward
Request time-off? Yes, desktop/mobile with auto-approval for qualifiers
Shift trading? Yes, propose trades with other agents
Auto-approval? Yes, if request meets criteria (balance, notice, staffing)
Mobile app name? Genesys Tempo (iOS/Android)
Offline access? Yes, download schedule to device
Push notifications? Yes, optional for all major events
Trade approval? Auto-approved if rules met, else supervisor review
Can set preferences? Yes, scheduling and communication preferences
View performance? Yes, adherence, quality, history
Contact manager? Yes, message/chat from portal
Schedule export? Yes, to Outlook/Google Calendar

Key Takeaways

Additional Resources

Official Documentation

Support & Training

Document Version Info

Last Updated: March 2026
Validated: Current with March 2026 release
Version: 1.0