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Workforce Routing for Smarter Decisions

May 7, 2017


Workforce routing is an exciting new way to think about connecting the right agent at the right time with each interaction. What sets this approach apart is its focus on the future. Agents can be pre-scheduled for specific channels, such as voice in the morning and email in the afternoon. With a view to the future, you can prevent a situation where an agent goes out of compliance because an interaction runs long. This Genesys blog provides an in-depth discussion of workforce routing to the contact center.

Are Your Agents Sticking to Their Schedules?