Better insights
The WFM add-on for Managers & Planners
Meet Buddy Cockpit
Super-charge Genesys WFM
The tool that saves your planners' and managers' valuable time, so they can focus on what really matters: your customers and agents.
Manager & planner benefits
- Reduction of manual changes
- Immediate action
Buddy Cockpit helped us to improve schedule adherence by 10%.
WFM Buddy - an easy business case
Why our customers invest in WFM Buddy:
Always in touch with your teams
80% reduction in manual changes
10% better
schedule adherence
100% up-to-date schedules
Check out WFM Buddy Cockpit in this 2 minute video
Designed to smoothen your planning operation
Always in touch with your teams
Broadcast messaging allows you to notify your agents by instantly sending messages to their Genesys desktop or Buddy app.
Improved schedule adherence
Buddy Cockpit provides planners and real-time analysts with better insights, and automatically notifies agents when adherence is off.
Automatic intra-day changes
WFM Buddy automates common changes such as sickness and late arrivals, saving your planners' valuable time and keeping schedules and coverage up to date.
Better manage change requests
Empower your agents to send change requests from their smartphone, and validate them in a single view. This includes requests for time-off, shift trades, schedule changes, and work preferences.
Support more flexible work preferences
Buddy Cockpit enables you to be more flexible in accepting work preferences. Schedules and work preferences are shown in a single view, allowing planners to easily make adjustments, even at the very last minute.
Buddy Cockpit provides a single view on agents’ real-time and historical adherence to their schedules.
When agents are sick or late, we can immediately see the impact and take action.
Buddy Cockpit helped us
to improve schedule adherence by 10%.
Designed for business users to manage WFM Buddy
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Support more flexible work preferences
Buddy Cockpit enables you to be more flexible in accepting work preferences. Schedules and work preferences are shown in a single view, allowing planners to easily make adjustments, even at the very last minute.
Apply at any level
Whether it’s Buddy roles, Buddy branding, or other WFM settings: Cockpit allows you to apply and adjust these at any level within your organization!
Your company branding
We understand you want an app in your local laguage. The Buddy app supports any language!
Our WFM Buddy customers:
and their agents
Also check out the Buddy app -
the WFM App for Agents
Genesys WFM on your agents' smartphone
The Buddy app empowers your agents to access their schedules, trade shifts, provide work preferences, accept overtime, or request for time-off. Anywhere and at any time.
Check out the WFM Buddy app in this 1:42 minute' video
Supported Genesys CX platforms:
- Genesys Cloud CX WEM
- Genesys Multicloud CX WFM (Azure, AWS)
- Genesys Engage WFM (on-premise or hosted)
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