by Larry Mead, Kate Kompelien and Kurt Schroeder
Agents are the number one asset to any contact center. Workforce Management (WFM) ensures that the right agents, with the right skills, are staffed at the right time, resulting in improved service levels, higher agent satisfaction, operational efficiency, and better customer experiences. The WFM Adapter for Genesys Cloud allows contact centers to leverage the power of their WFM system for Genesys Cloud interactions.
Leverage Your WFM System for Genesys Cloud Interactions
Designed as a cloud-based software product, the WFM Adapter for Genesys Cloud aggregates Genesys Cloud interaction data into the historical and RTA formats required by a client’s WFM system. The software works with NICE, Aspect, Verint, and Calabrio WFM products and enables organizations to improve service levels, optimize resources, and improve agent satisfaction.
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Key Features of WFM Adapter for Genesys Cloud
Supports Omnichannel Interactions
Supports Genesys Cloud voice, callback, email, chat, direct dial, outbound campaigns, SMS and digital messaging media types.
Agent and Queue Metrics
Managers can easily access agent and queue reports at regular intervals to produce accurate schedules and make necessary adjustments.
Instant Agent State Changes
Ensure agents are working as planned with RTA data that is sent every 3 seconds.
Configurable User Interface
An easy-to-use web interface allows an administrator to choose which agents and queues to report on, service level thresholds, report intervals, and much more.