Currently, you manage all agents’ schedules by using a spreadsheet. This shows when each agent is working when they are on breaks, and when they have meetings or other events that take them away from the queue.

You would like to be able to schedule agents in an easier and more automated way. What Genesys Cloud Contact Center feature can you use to replace and automate the spreadsheet schedule?

A. Workforce Management

B. Workflow Process Automation

C. Genesys Cloud Architect

D. Genesys Cloud Reporting

Reference:
https://help.genesys.com/pureconnect/desktop/printables/optimizer_help.pdf