Workforce Management
What is Workforce Management?
Workforce Management is designed to provide contact center managers with the tools they need to better manage their workforce. The product offers the ability to create accurate staffing plans that take into account not only projected contact volumes and average handle times, but also the various skills and skill levels of their agent population. This is achieved through advanced forecasting, scheduling, and real-time adherence capabilities.
Current documentation set for Workforce Management 8.1.
Workforce Management 8.1 Administrator's Guide
Use this downloadable PDF to deploy WFM and enable its features.
Workforce Management 8.1 Web for Supervisors Help
Use this downloadable ZIP file to learn how site supervisors can use a web browser to schedule and manage for workforce schedules and create policies.
Workforce Management 8.1 Web for Agents Help
Use this downloadable ZIP file to learn how agents can use a web browser to manage and view their schedules and shifts.
Workforce Management 8.1 Configuration Utility Help
Use this downloadable ZIP file to configure the WFM Database used by Web for Supervisors and Agents.
Documentation set for Workforce Management 8.0.
Workforce Management 8.0 Administrator's Guide
Use this downloadable PDF to deploy WFM and enable its features.
[http:// Administrator's Guide]
Documentation set for Workforce Management 7.6.
Workforce Management 7.6 Administrator's Guide
Use this downloadable PDF to deploy WFM and enable its features.
[http:// Administrator's Guide]
Workforce Management 7.6 Agent User's Guide
Use this downloadable PDF to find concepts and procedures for WFM Agent Desktop.
[http:// User's Guide]
Workforce Management 7.6 Configuration Utility User's Guide
Use this downloadable PDF to find user information for Configuration Utility.
[http:// User's Guide]
Workforce Management 7.6 Supervisor User's Guide
Use this downloadable PDF to find concepts and procedures for WFM Supervisor.
[http:// User's Guide]
Workforce Management 7.6 Integration API Developer's Guide
Use this downloadable PDF to find an overview of the WFM Integration API.
[http:// Developer's Guide]