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 to deploy Workforce Management.
Documentation set for Workforce Management 8.0.
Workforce Management 8.0 Administrator's Guide
Use this downloadable PDF to deploy Workforce Management and enable its features.
Documentation set for Workforce Management 7.6.
Workforce Management 7.6 Administrator's Guide
Use this downloadable PDF to deploy Workforce Management and enable its features.
Workforce Management 7.6 Agent User's Guide
Use this downloadable PDF to understand the concepts, terminology, and procedures relevant to Workforce Management Agent Desktop.
Workforce Management 7.6 Configuration Utility User's Guide
== Use this downloadable PDF to help you understand the concepts, terminology, and
procedures
which are relevant to Workforce Management Configuration Utility.==
Workforce Management 7.6 Supervisor User's Guide
Use this downloadable PDF to to understand the concepts, terminology, and procedures which are relevant to Workforce Management Supervisor.
Workforce Management 7.6 Integration API Developer's Guide
== Use this downloadable PDF to obtain a high-level overview of Workforce
Management (WFM) WFM Integration API (application programming
interface) features and functions.==