The Workforce Management feature enables you to forecast agent staffing levels based on historical data or presumed work volume. Based on the forecast, you can create shift calendars and assign specific shifts to agents. You can then publish the shift schedule and make it available to the agents and other managers. Using the Workforce Management feature, you can create and manage agent work schedules, mass assign shifts, generate shift assignment and create shift reports.
Accessing Workforce Management Window
To access the Workforce Manager window, on the WFO tab of the LVP, click Workforce Management:
The following items are described in this section: