Workforce Management Administrator's Guide

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This manual is for version Current of Workforce Management.

Search the table of all articles in this guide, listed in alphabetical order, to find the article you need.

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Article Description
Article Description
Configuration objects Learn about how WFM's Configuration objects can be used to effectively plan, organize, and manage your contact center requirements.
Policy objects Learn about WFM's Policy objects and how they can be used to effectively apply constraints to business practices to comply with legal and contractual requirements in various regions.
Agent Adherence Reporting Metrics and End Notes Track and analyze agent adherence data in your contact center and use these metrics to create reports.
Contact Center Performance Reporting Metrics Track and analyze performance data in your contact center and use these metrics to create reports.
WFM E-mail Notifications Set up e-mail notifications in Web for Supervisors to alert agents and supervisors about schedule changes, and status changes in trade and time-off requests.
Forecasting Use the Forecasting tools to predict contact-center workload and staffing requirements, based on historical data or user-defined templates.
Getting started Start planning the set up of your organization's workforce and learn how to enable user access to WFM's web interfaces.
Scheduling Breaks and Meals in WFM Schedule meals and breaks in conjunction with Exceptions and understand how WFM Scheduler impacts these planned events.
WFM Metrics Find everything you need to know about Workforce Management (WFM) metrics.
Multi-Forecasting Primer Increase forecasting efficiency by enabling agents in multiple sites with multiple skills to perform multiple tasks within a single timestep.
Monitoring Performance and Adherence Monitor and analyze the workforce performance and adherence data in your environment to create reports and spot trends that might have developed over time.
Managing Overtime Enable supervisors to plan and track overtime hours for a single agent or multiple agents by specifying time intervals and activities.
Overlays Primer Overlays can be used to indicate abnormalities in historical data or anticipate ones in the future.
WFM Primers Learn more about Workforce Management by using these primers.
Using copy and paste for statistics Use these sample formats to get a start on setting up statistics for your e-mail, voice, chat, and iWD interactions.
Schedule Summary View and Reporting Track and analyze schedule summary data in your contact center and use these metrics to create reports.
Scheduling Learn about all aspects of scheduling in order to plan and create optimal schedules for your workforce.
WFM Task Sequences Use task sequences to specify the activities or tasks an agent will work on for defined periods of time.
Time-Off Bidding Use time-off bidding periods to efficiently and fairly process your agents' vacation time-off requests.
Time Off Primer Learn how to use Workforce Management's (WFM) time-off features and processes to meet the needs of your workforce and contact center service level goals.
User Security Use security roles and privileges to fine-tune user access to specific functionality and views in WFM.
Enabling Wait-lists Use WFM's automatic approval process to initiate wait-listing for efficient handling of various types of time-off requests.
Calendar Management Use the Calendar to plan and manage meetings, time off, and exceptions before creating agents' schedules.
Schedule validation errors and warnings Find out what the error and warning messages mean that you might see when building schedules.

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