Course Description
Workforce Management for Agents is designed to train contact center agents how to use the agent features of Genesys Workforce Manager.
Workforce Management for Supervisor is designed to train contact center supervisors and managers the skills to manage a workforce using Genesys Workforce Manager.
Course Objectives
Agent Training Objectives:
Module 1: Getting Started
• Logging In and Out
• Navigating the Schedule
Module 2: Schedule Bidding
• Scheduling Bidding Overview
• Sorting and Filtering Bidding Schedules
• Ranking and Submitting Bid Schedules
Module 3: Schedule Preference
• Requesting a Preferred Day Off
• Requesting a Specific Shift or Hours
• Editing a Preference Request
• Canceling a Preference Request
• Agent Initiated Exceptions
Module 4: Shift Trading
• Viewing Other Agents’ Schedules
• Creating Schedule Trade Proposals
• Responding to Other Agents’ Trade Proposals
• Reviewing or Canceling Proposals and Responses
Module 5: Using Time Off
• Viewing Time Off Balance
• Requesting Time Off Days
• Viewing Status of Time Off Requests
• Editing, Deleting and Recalling Time Off Requests
Supervisor Training Objectives:
Module 1: Getting Started
• Logging in to WFM Web Supervisor
• Working with Modules and Objects
Module 2: Calendar
• Viewing the Calendar
• Adding a Calendar Item
• Editing a Calendar Item
• Deleting a Calendar Item
• Changing Requested Status
Module 3: Schedule
• Viewing Schedules
• Inserting a Break
• Editing a Break
• Editing a Meal
• Inserting an Exception
• Deleting an Exception
• Inserting Full-Day Items
• Swapping Agent Schedules
• Approving Master Schedule Changes
• Allowing Agent-Initiated Exceptions
Module 4: Schedule Bidding
• Bidding
• Schedule for Bidding
• Setting up the Biding Process
• Controlling the Bidding Process
• How the Agent sees the Bidding open
• Auto Assigning Bidding
Module 5: Trading
• How Trading Works
• Approving or Declining a Proposal
Module 6: Monitoring and Reporting
• Monitoring Agent Adherence
• Monitoring Contact Center Performance
• Running System Reports
• Report Scheduler
Workforce Management for Agents is designed to train contact center agents how to use the agent features of Genesys Workforce Manager.
Workforce Management for Supervisor is designed to train contact center supervisors and managers the skills to manage a workforce using Genesys Workforce Manager.
Course Objectives
Agent Training Objectives:
Module 1: Getting Started
• Logging In and Out
• Navigating the Schedule
Module 2: Schedule Bidding
• Scheduling Bidding Overview
• Sorting and Filtering Bidding Schedules
• Ranking and Submitting Bid Schedules
Module 3: Schedule Preference
• Requesting a Preferred Day Off
• Requesting a Specific Shift or Hours
• Editing a Preference Request
• Canceling a Preference Request
• Agent Initiated Exceptions
Module 4: Shift Trading
• Viewing Other Agents’ Schedules
• Creating Schedule Trade Proposals
• Responding to Other Agents’ Trade Proposals
• Reviewing or Canceling Proposals and Responses
Module 5: Using Time Off
• Viewing Time Off Balance
• Requesting Time Off Days
• Viewing Status of Time Off Requests
• Editing, Deleting and Recalling Time Off Requests
Supervisor Training Objectives:
Module 1: Getting Started
• Logging in to WFM Web Supervisor
• Working with Modules and Objects
Module 2: Calendar
• Viewing the Calendar
• Adding a Calendar Item
• Editing a Calendar Item
• Deleting a Calendar Item
• Changing Requested Status
Module 3: Schedule
• Viewing Schedules
• Inserting a Break
• Editing a Break
• Editing a Meal
• Inserting an Exception
• Deleting an Exception
• Inserting Full-Day Items
• Swapping Agent Schedules
• Approving Master Schedule Changes
• Allowing Agent-Initiated Exceptions
Module 4: Schedule Bidding
• Bidding
• Schedule for Bidding
• Setting up the Biding Process
• Controlling the Bidding Process
• How the Agent sees the Bidding open
• Auto Assigning Bidding
Module 5: Trading
• How Trading Works
• Approving or Declining a Proposal
Module 6: Monitoring and Reporting
• Monitoring Agent Adherence
• Monitoring Contact Center Performance
• Running System Reports
• Report Scheduler