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Workforce Optimization · Completed
Workforce Management & Forecasting
Advanced workforce scheduling system with AI-driven forecasting, real-time adherence tracking, and automated shift management.
Workforce OptimizationDuration: 8 monthsCompleted
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Project Overview
Implemented a comprehensive Workforce Management solution using Genesys Cloud CX WFM capabilities enhanced with custom AI forecasting models. The system handles scheduling for 500+ agents across multiple time zones, with automated shift bidding, intraday management, and real-time adherence monitoring.
Key Architecture Features
- AI-driven demand forecasting with 97% accuracy
- Automated multi-skill agent scheduling across time zones
- Real-time schedule adherence monitoring and alerts
- Agent shift bidding and preference management portal
- Intraday reforecasting and dynamic staffing adjustments
- Vacation and time-off management with auto-approval rules
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