Building a schedule bid for WFM

[neilwarner]

I need to build blank schedules for a call center that is open 8am to 6pm and use only 8 hour shifts.  I have an idea for a template shift with two breaks and meal in the middle.  All I need WFM to do is tell me when is the best time for all of these X number of agents to start their schedule which will provide the best coverage for the forecasted incoming call volume.  Can Genesys WFM do this? 

My contact with Genesys support always involves upload a current copy of our WFM database, why would they need this to answer a simple question like can the Genesys WFM product do this or not?

[PeterJ]

Hi Neil,

Genesys WFM definitely can do that.

The procedure is the same like with "normal" schedule. Only difference is that instead of real agents you will use "profiles" when creating a schedule scenario (next step after Selecting Agents - you select none). Your schedule is then built for "Profile agents".

To be able to use Profiles you have to create it first. It can by done by right-click on desired contract and selecting New Profile from the context menu (in WFM Config Utility).

Peter

 

[neilwarner]

Thanks for the help. 
After beating this information into my head, I finally figured it out.  The only issue is I would like WFM to stop creating schedules when it feels there is enough based on my staffing requirements.  I will take what I can get from WFM at this point.