Get flexible and accurate forecasting and scheduling

Assign the right employee, with the right skills, to the right job, at the right time. Artificial intelligence (AI)-powered resource management makes it possible.

Scheduling and forecasting

Lightning fast scheduling and highly accurate forecasts

Resource management in a call center is a complex job. It requires that you find the optimal staffing level and match it with employee schedules. Plus, you must account for outside variables that continue to change.

It’s a big job, so start with two key focus areas. First, forecast expected call volume. Then create hiring plans and schedules that match anticipated needs.

An understaffed contact center puts stress on staff and lowers customer satisfaction levels. And overstaffing leads to idle agents and higher costs.

Workforce management software lets you forecast call volumes and plan staffing. Use AI and machine learning algorithms to develop work plans. Optimize plans with weekly and multi-week rules and constraints. And then improve accuracy and efficiency across the board by automating operational practices.


Spend less time scheduling and more time coaching agents to achieve business goals

Data-driven, accurate forecasting

Create efficient operational plans and accurate forecasts in a fraction of the time. Consider the impact of contact volumes, attrition, service levels and other key factors. Use that data to predict long-term operational performance.

Leverage true mathematical schedule optimization

Let data drive your scheduling rules. Analyze historical data to produce realistic labor forecasts and staffing requirements. Determine exactly how many agents you need week over week. Also predict service levels, abandons, costs, revenues, customer experience scores and profits.

The simpler, the better

Having more systems means you have more complexity. Simplify the process with interaction forecasting and agent scheduling in a single interface. Streamline processes and achieve business goals with an all-in-one workforce management solution.

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Experience Success. Together.

Genesys Recognized by Gartner® as a Leader in the August
2021 Magic Quadrant™️ for Contact Center as a Service

Empower teams to create and carry out exceptional strategies with resource management solutions

Use a single tool for the best in workforce scheduling and forecasting. Genesys® Workforce Engagement Management lives in the Genesys Cloud CX™ platform and can be used by customers who have any Genesys product.

Comprehensive all-in-one employee experience

Your customer service agents are the face of your business — keep them happy. Workforce Engagement Management gives access to schedules, evaluations and more in a single easy-to-use user interface.

AI-powered operational process automation

Don’t make live agents do tedious work. Leverage AI to automate routine tasks. Reduce human error and improve employee engagement.

Continual innovation and growth

The cloud environment allows for continuous software improvements. Take advantage of a modern platform that’s built to adapt.

Get everything you need to be effective in a single, easy-to-use platform

Workforce planning

Manage employees and their skills across channels. Optimize scheduling to boost efficiency, lower overtime and reduce turnover costs. Use tools like shift swap to ensure service levels when your regular agents are unavailable.


Help out your human resources team. AppFoundry partnerships can improve the hiring process. Leverage tools to assess and confirm candidates’ skills. Make sure they will succeed in your contact center.


Take the headache out of managing schedules. Streamline the scheduling process with automated shift allocation, flexible work rules and more.

Employee mobility tools

Let your customer service team work from anywhere. Give employees the ability to schedule, submit and manage time-off requests from their smartphones.

Short-term forecasting

Spend less time scheduling and more time building your team. Forecast business needs and create schedules weeks in advance. Adapt to sudden changes without disrupting the whole schedule.

Business unit and planning groups

Improve operational efficiency with valuable insights about your contact center. Then use these insights to set rules and constraints that work for your unique business needs.

See what else you can do with Genesys

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Genesys named Top Rated for Call Center Workforce Optimization by TrustRadius


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