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Workforce Management

Getting Started

Workforce Management (WFM) allows supervisors to:

  • View, add, edit, and delete agent preferences and exceptions.
  • Set time-off limits.
  • Forecast staffing requirements, based on service objectives and historical data.
  • Schedule agents and teams for multiple activities, and make real-time schedule changes.
  • Create a bidding scenario with profile agents, which real Agents can use to bid on their favorite schedules.
  • View, and approve or decline, agents' proposed schedule trades.
  • Configure policies for Exception Types, Time-Off Types, Meetings, and Marked Time.
  • Monitor real-time site performance.
  • Review agents' real-time adherence to their scheduled status.
  • Generate reports that show schedule and performance information.
  • Configure e-mail notifications.

Supervisor's Window

The windows display some combination of the controls described below, depending upon selections made in Object pane. For more information, see the table.

Generic buttons

The following buttons appear at the top right of every WFM window:

  • Home displays the Home view, which is a list of all View menu options that is organized by tab.
  • Refresh applies to the current view.
  • About displays information about copyright and the current version information.
  • Logout closes WFM Web, without confirming your choice if there are no changes to save.
  • New Page displays a new web page of WFM Web. Default view is Home.
  • General Help displays WFM Web help at the Overview topic.
  • Contextual Help displays WFM help at the current topic.

Modules

Click to open each WFM module: Configuration, Policies, Calendar, Forecast, Schedule, Trading, Performance, Adherence, and Reports.

Breadcrumb navigation

WFM for Supervisors uses the same type of "breadcrumb navigation" as you see in Windows 7 directories and across the top of some web browser windows. Click on any link in this display to choose from a drop-down menu and make a selection within that branch of the currently selected module. For example, the following breadcrumb navigation path will display a specific schedule scenario for the currently selected date: 

Home >  Schedule > Scenarios > Q4-2010 > Q4-2010 Intra-day

Edit Menu (Copy, Cut, Paste, Find)

Each of these commands becomes enabled when it can be performed on the currently selected object.

Actions Menu

Select from a list of view-specific commands. This menu's contents change as you move among modules and views, and they match the command icons that appear on the toolbar.)

Actions Toolbar

These buttons correspond to the commands on the Actions menu. Hover your mouse pointer over a toolbar button to see a tool tip that displays the button's name.

Objects Pane

This pane offers several different display schemes, depending on the current selection of tab and menu item: Tabs: module-specific item trees under separate tabs One tree: Business Units (BUs) > Sites One tree: BUs > Sites> Activities Upper tree: BUs > Sites> Teams > Agents Lower tree: BUs > Multi-site Activities > Activity Groups > Sites > Activities

Note: When there are two selecting items in either of these two trees triggers an automatic selection of corresponding items in the other tree.

At the site level, you may see a team in the tree labeled <None>. This node lists any agents that are assigned to the site, but not assigned to a team. If all agents in that site are assigned to a team, then the <None> team is empty. The only exceptions to this hierarchy are when Scenarios is selected or when you use the Configuration or Reports modules. Clicking an object in a tree (or clicking its expand/collapse control) displays the object's contents below it, indented slightly. When you have displayed the desired object, double-click it (or click it once, and then click Get data) to open the selected view for that object. Where the Objects tree displays check boxes, you can usually select / deselect multiple objects by selecting () / clearing () their check boxes, respectively. Certain views do not display check boxes; in this case, you can select multiple objects by clicking the group of objects while pressing the SHIFT or CTRL key. Some views and windows allow you to select only a single object.

Expand/Collapse Controls

Wherever you see the icon in a tree or other control, you can click it to see an expanded view of the adjacent item's contents or details. The icon indicates an expanded item. Click it once to collapse the item's contents and see more parallel items.

Working Pane (or Data Pane)

The right pane of the window displays data and controls that correspond to your selected module and view. Some views display graphs with an explanatory legend below them.

Action Buttons

View-level action buttons within the working pane provide controls that are specific to particular views (for example, apply or cancel). The Get data button, when present at the lower left below the Objects tree, refreshes the display with current data from the database. Note: Not all modules use the Get data button. If there is no Get data button, the view is automatically updated with the new data every time that you change your date or object selection.

Status Bar

The status bar, at the very bottom of the window, displays messages about WFM Web's current state. (In some views, it displays the most recently generated warning or error message.)




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