About workforce management


With workforce management, you can configure business units, management units, service goal templates, planning groups, activity codes and work plans. You can set up and build short-term forecasts. You can build blank or load-based schedules, manage real-time and historical adherence, view and manage intraday monitoring, and manage agent schedules and time off requests.

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 short-term forecasting, load-based schedule generation, historical and real-time adherence administration, and time off management.


Business units


Management units


Service goal templates


Planning groups


Work plans


Work plan rotations


Short-term forecasts


Schedules


Shift trades


Time off requests


Real-time adherence

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


Intraday monitoring

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


Historical adherence

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


Historical data import

Feature coming soon

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


View an agent’s schedule

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.