Workforce management overview


PureCloud’s workforce management features simplify the process of forecasting interactions and scheduling agents in multi-channel contact centers. These features help you optimize work performance to achieve your organization’s operational goals. With workforce management, you can:

  • Develop short-term forecasts
  • Evaluate intraday differences between forecast and actual values
  • Create and manage schedules
  • Perform load-based schedule generation
  • Monitor adherence to schedules
  • Show agents their schedules
  • Manage time-off requests

For more information, see About workforce management.