Which criteria are important for agent scheduling in Genesys Cloud WFM?

The criteria centered around agent availability, skill levels, and adherence to labor laws and agreements are crucial for effective agent scheduling in Genesys Cloud Workforce Management.

Agent availability ensures that there are enough agents to handle incoming interactions during peak and off-peak times, contributing to optimal service levels and minimizing customer wait times. Skill levels are equally important because agents must possess the necessary competencies to resolve specific customer inquiries efficiently. Matching agent skills to the complexities of the tasks at hand ensures that the right agent is available for the appropriate interaction type.

Additionally, adherence to labor laws and agreements helps maintain compliance with regulations regarding work hours, breaks, and overtime, reducing the risk of legal issues and promoting a fair working environment. These factors collectively create a robust scheduling approach that balances operational efficiency with compliance and agent well-being.

While other criteria like agent training or performance metrics provide valuable insights into agent capabilities and performance trends, they are not as immediately impactful on the day-to-day scheduling process as the availability of agents, their skill sets, and the legal requirements surrounding their employment.