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.
Helpful Links
Release Notes
CD Readme
Workforce Management CD Readme 8.1.x
Release Advisory
Workforce Management Release Advisory 8.1.x
Wizard Advisory
Current documentation set for Workforce Management 8.1
Adminstrator's Guide PDF Use this downloadable PDF to deploy WFM and enable its features.
Supervisors Help Use this downloadable .ZIP file as site supervisor to use a web browser to manage workforce schedules/policies.
Agents Help Use this downloadable .ZIP file as an agent and use a web browser to view/manage your schedules/shifts.
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:
Documentation on Knowledge Base