What is the main purpose of reporting in Genesys Cloud WFM?

The primary goal of reporting in Genesys Cloud Workforce Management (WFM) is to provide insights into workforce performance. This involves aggregating and analyzing various data points related to workforce metrics, such as agent productivity, adherence to schedules, and overall service levels. By focusing on workforce performance, organizations can identify trends, optimize staffing strategies, and make informed decisions to improve operational efficiency and customer service quality.

Insights gained from these reports enable managers to assess how well the workforce is meeting business goals and help in forecasting future workforce needs based on historical performance data. This understanding is essential for continuous improvement, ensuring that staffing aligns with demand and that agents are functioning at their best.

In contrast, while analyzing agent satisfaction may play a role in a broader workforce strategy, it does not encompass the full spectrum of performance reporting. Tracking inventory and supplies as well as managing external vendors are important business functions, but they fall outside the primary focus of workforce management reporting in the context of Genesys Cloud WFM.