About workforce management

With workforce management, you can configure business units, management units, service goal templates, planning groups, set up activity codes, and manually create schedules. Additional licensing offers you access to a more robust feature set, including forecasting, load-based schedule generation, historical and real-time adherence administration, and time-off management.

• Workforce management overview
• Workforce management permissions overview
• Supported configuration
• Workforce management divisions overview
• Customize the view
• Filter and sort workforce management items
• Unplanned shrinkage overview
• Workforce management FAQs
• View workforce management details in the audit log viewer

Create and edit a business unit.

• Business units overview
• Business unit key principles
• Add a business unit
• Manage a business unit

Create and edit a management unit, add agents, and set up activity codes.

• Work with management units
• Work with agents in a management unit
• Add a management unit
• Move a management unit
• Manage a management unit
• Manage agents in a management unit
• Add an activity code
• Configure activity codes
• Manage activity codes

Create and manage service goal templates.

• Service goal templates overview
• Service goal templates key principles
• Add a service goal template
• Manage a service goal template

Understand how planning groups work, learn how to create and manage planning groups, and management units.

• Planning groups overview
• Planning groups key principles
• Add a planning group
• Add interaction route paths to a planning group
• View agents in a planning group
• Manage planning groups

Add a work plan, including setting up weekly configuration, configuring daily shifts and shift activities, adding agents, and validating and saving the work plan.

• Work plans overview
• Add a work plan
• Set up the work plan’s weekly configuration
• Configure the work plan’s daily shifts
• Set up shift activities
• Add agents to the work plan
• Validate and save the work plan
• View details about schedule, forecast, or work plan edits
• Copy or delete a work plan
• Manage a work plan’s weekly configuration
• Manage daily shift activities in a work plan
• Manage agents in a work plan

Create work plans that rotate and allow agents the opportunity to work all shifts and avoid monotonous weekly scheduling.

• Work plan rotations overview
• Add a new work plan rotation
• Add work plans to the rotation
• Add agents to the work plan rotation
• Preview the work plan rotation
• Enable or disable work plan rotations
• Edit and manage a work plan rotation

Work with forecasts, navigate the forecast editor, understand forecast metrics, learn how to add and manage forecasts and forecast modifications.

• Work with forecasts
• Navigate the forecast
• Forecasting metrics
• Work with the forecast editor
• Add a new forecast
• Automatic Best Method forecast method overview
• View historical data for automatic best method forecasts
• View details about schedules, forecasts, or work plan edits
• Forecast modifications
• Add a forecast modification
• Manage a forecast modification
• View and manage forecast source data
• Export a forecast

Learn how to navigate the schedule editor and the actions available to help the workforce management administrator modify the schedule and analyze details.

• Work with workforce management schedules
• Navigate the schedule editor
• Generate a schedule from a forecast
• Generate a schedule without a forecast
• Add a blank schedule
• Initiate an intraday reschedule
• View schedule generation warnings
• View details about schedule, forecast, or work plan edits
• Copy a schedule
• Delete a schedule
• Edit a schedule
• Select work teams or management units in the schedule editor
• About workforce management for agents

Learn how to configure, manage, and view shift trades.

• Shift trades overview
• Enable and configure shift trades
• Approve or deny a shift trade
• Filter and sort trade requests
• About workforce management for agents

Learn how to create, manage, and synchronize time-off requests.

• Work with time-off requests
• Navigate the time-off requests page
• Add a time-off request
• Edit a time-off request
• Approve a time-off request
• Deny a time-off request
• Filter and sort time-off requests
• Add a full day off to an agent in the schedule
• Synchronize time-off request
• About workforce management for agents
• Workforce Management an HR system integration for time-off overview

Learn how to create and manage time-off plans.

• Work with time-off plans
• Navigate the time-off plans page
• Add a time-off plan
• Edit a time-off plan
• Delete time-off plans
• Activate or deactivate time-off plans

Learn how to create and manage time-off limits.

• Work with time-off limits
• Navigate the time-off limits page
• Set the time-off limit for one or more dates

Compare the agent’s current status against scheduled work-time.

• Real-time adherence overview
• Real-time adherence view
• Navigate the real-time adherence view

View and monitor the differences between what was originally forecast and what actually occurs in real time for the current day.

• Intraday monitoring overview
• Work with the intraday monitoring view
• Manage the displayed metrics
• Workforce management metric definitions

See how well agents have followed their schedules in the past.

• Historical adherence overview
• Configure historical adherence
• Access the historical adherence view
• Navigate the historical adherence view 
• Calculate adherence and conformance
• Historical adherence constraints

See details of the scheduled and actual shrinkage time spent in the past.

• Historical shrinkage overview
• Access the historical shrinkage view
• Navigate the historical shrinkage view 

Use historical data import to upload historical interaction data. Workforce management uses this data to generate forecasts using the Automatic Best Method option.

• Historical data import overview
• Navigate the Historical Data Import view
• Prepare the historical data import .csv file
• Download the historical data import sample .csv file
• Import historical data
• Purge historical data
• Historical data import validation errors

Use adherence explanation to view and manage adherence explanation requests from agents.

• Manage adherence explanations requests

Organize agents within the contact center into management units based on common planning period settings, adherence rules, time-off rules, and shift-trading rules.

• Work with agents in a management unit

Actions that a user takes on workforce management entities add data to the audit log viewer. Here, you can use auditing functionality to view detailed information about workforce management functionality.

• View workforce management details in the audit log viewer 

Learn about the actions an agent can perform, such as, access schedules on agent dashboard, schedules, submit and manage time-off requests, .

•  About workforce management for agents