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
• Customize the view
• Filter and sort workforce management items
• Unplanned shrinkage overview
• Workforce management FAQs

Create and edit a business unit.

• Business units overview
• Business unit key principles
• Add a business unit
• Delete 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 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
• 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
• Add a blank schedule
• Generate a load-based schedule
• View schedule generation warnings
• View details about schedule, forecast, or work plan edits
• Copy a schedule
• Delete a schedule
• Edit a schedule
• 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

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
• Navigate the historical adherence 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

Agents can access their schedules from the agent dashboard, create and view time off requests, and see if they are out of adherence to the schedule.

• View the agent schedule
• Agent time off requests
• View time off notifications in the inbox
• View out of adherence notifications