The Workforce Management feature lets you forecast agent staffing levels based on historical data or presumed work volume. You can create shift calendars and assign specific shifts to agents based on the forecast. 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 assignments, and create shift reports.
To access the Workforce Manager window,on the WFO tab of the LVP, click Workforce Management.