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 as site supervisor to use a web browser to manage workforce schedules and policies.
Workforce Management 8.1 Web for Agents Help
Use this downloadable ZIP file as an agent and use a web browser to manage and view your 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.
We are presently moving our documentation content to a new corporate server.
During this transition, you can find content from earlier releases on the former Knowledge Base:
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