[CBSoothill]

Does anyone have any experience with Genesys WFM. I have been using it for several months now but due to one reason or another was not able to attend the training with Genesys. I have basically solely responsible for all the configuration and setup.

I find a frustraing tool and am not sure that it is the best one for our call center setup.

Our basic set up is as follows. 2 call centers, about 120 agents normally with a seasonal add of about 40 temps in each site from Sept to Dec. We have about 60 clients spread over 9 teams. Each clients volume ranges anywhere from 1 to 350 calls a day depending on the employee base and services we offer. Additionally most of the clients hours of operation are 8-6 but others ranage anywhere from 7-6 or 9-9.

Scheduling is problematic, basically each team supports a certain number of clients, however mainly due to attrition not all CSR's on the team know all the clients. Additionally, we utilize cross-team support as back up as needed. The problem is that becasue Genensys WFM connects directly with Congfiguration Manager the skills are automatically updated. This in theory is a great thing. It means that i don't have to keep manually changing skills in the WFM tool each time someone is trained etc. The problem is that when i run a schedule it looks at who is skilled and at what level at that exact moment in time. So if we have done some 'tweaking' of skills either due to absences or some other event it can really skew the schedule. One way around this to schedule by individual team, that way it basically ignores the CSR's on the other teams. The downside is that the other teams schedules could then be off becuase the CSR's from that team are taking calls for other teams instead of just the ones the schedule was told to look at.

Also, we don't use the time off balance or the budget functions but when i run a forecast scenario i am forced each time to enter the paid hours a day and the hourly amount. Any way of turning that off? It is just extra steps to take.

So, anyone else use Genesys WFM? What is your experience and what have you found to be the best/worst features it has to offer.