How can exceptions be managed in the scheduling process within Genesys Cloud WFM?

The management of exceptions in the scheduling process within Genesys Cloud Workforce Management is effectively achieved by allowing adjustments based on demand and absences. This approach recognizes that workforce needs can fluctuate due to various factors such as changes in customer interaction volumes or unforeseen staff absences. By enabling flexibility in scheduling, organizations can better adapt to these variables, ensuring that the right number of agents are available at the right times to meet operational demands.

This dynamic scheduling allows teams to respond proactively to issues that may arise while also accommodating the personal needs of agents, ultimately leading to better service levels and more satisfied employees. Properly managing exceptions in this way helps organizations maintain efficiency while also addressing the unpredictable nature of workforce needs.