About workforce management

Publisher

Genesys

URL

https://help.mypurecloud.com/articles/about-workforce-management/

Published

unknown

Updated

unknown

Accessed

2026-10-02

HTTP status

200

License

Genesys website terms of use; no-redistribution; short excerpts and locators only

Source notes citing this source

• In Genesys Cloud, an approved adherence explanation removes the explained time period from adherence calculations. in context
• In Genesys Cloud the main forecast uses the continuous forecast method and is recalculated every night. in context
• In Genesys Cloud WFM, planning groups group workload by media type and route paths for forecasting. in context
• Genesys Cloud service goal templates specify service level, average speed to answer and abandonment rate goals for reuse. in context
• Genesys Cloud workforce management provides forecasting, scheduling, adherence monitoring and intraday monitoring as integrated capabilities. in context
• In Genesys Cloud WFM, work plans define shift patterns, breaks, meals and weekly labour constraints used in scheduling. in context

Cite this source record

APA

WarmTransfer. (2026, October 2). About workforce management. WarmTransfer. https://warmtransfer.net/knowledge/sources/genesys-about-workforce-management

BibTeX

@misc{warmtransfer-genesys-about-workforce-management,
  title  = {About workforce management},
  author = {{WarmTransfer}},
  year   = {2026},
  url    = {https://warmtransfer.net/knowledge/sources/genesys-about-workforce-management},
  note   = {Genesys, accessed 2026-10-02}
}