Managing shifts and the agent schedules is essential to run an efficient call center. The Agent Scheduling feature under Workforce Management offers various tools to manage agent shifts, generate shift reports, and review the historical data to anticipate future workload for better staffing decisions.
Use the Agent Scheduling feature for the following tasks:
- Agent Scheduling History
- Assigning Shifts
- Shift Details
- Modifying the Assigned shift
- Agent Details
- Generating Shift Reports
- Agent Scheduler Settings
- .Agent Scheduling 1 vFall23