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Element WFM Adapter for Genesys Cloud

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.

WFM Adapter for Genesys Cloud

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.

The Power of WFM Adapter for Genesys Cloud

Improve Service Levels

Create effective schedules and ensure agent adherence so you can deliver better experiences for both your agents and customers.

Optimize Resources

Avoid over or understaffing, create accurate and timely forecasts, and make schedule adjustments.

Improve Agent Satisfaction

Create schedules that meet your agents’ needs and empower them to work efficiently, ultimately driving higher agent satisfaction.

Drive Key Business Metrics

Reduce average handle time, improve customer and agent satisfaction, and lower operating expenses.

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.

Ready to harness the power of Genesys and your WFM system?