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.

<tabber> Release 8.1=

 Current documentation set for Workforce Management 8.1.

Workforce Management 8.1 Administrator's Guide

Use to deploy Workforce Management.

 Adminstrator's Guide