What is the purpose of the ‘Rostering’ feature in Genesys Cloud?

The purpose of the ‘Rostering’ feature in Genesys Cloud is to create detailed work schedules based on forecasted workload and agent availability. This feature plays a critical role in workforce management by ensuring that the right number of agents with the proper skills are scheduled at the right times to meet anticipated customer demand. By taking into account both the forecasted workload and the availability of agents, the Rostering feature helps optimize scheduling efficiency, reduces overstaffing or understaffing scenarios, and maintains service levels. This capability is essential for achieving operational efficiency and delivering excellent customer service in a cloud-based environment. Other features may focus on aspects like attendance tracking, payroll management, or performance analysis, but Rostering specifically zeroes in on creating effective schedules aligned with business needs and workforce capabilities.