What is the role of scheduling in Genesys Cloud WFM?

In the context of Genesys Cloud Workforce Management (WFM), scheduling plays a pivotal role in ensuring that there is an optimal number of agents available during peak operational hours to meet the anticipated customer demand. This involves analyzing historical data and trends to accurately forecast the number of contacts (calls, chats, emails, etc.) expected during specific timeframes. By effectively scheduling agents, organizations can enhance customer satisfaction through reduced wait times and improved service levels, while also maximizing the productivity of their workforce.

This approach to scheduling helps in balancing the workload, thereby reducing instances of overstaffing or understaffing, which can lead to either wasted resources or customer dissatisfaction due to long wait times. It ensures that businesses are prepared to handle their customers’ needs efficiently, aligning staffing levels with the actual demand forecasted.