Workforce Management

On the Workforce Management tab, the following reports have been renamed:

  • The Agent Scheduling Adherence report has been renamed to the Agent Adherence report. 
  • The Agent Scheduling Forecast report has been renamed to the Schedule Performance report. 

Generating a Non-Work Report

You can generate agent reports to view time-off categories and the amount of non-working time. 

Agent Forecasting

You can create staffing forecasts based on historical data or anticipated workload for different channels, such as voice, email, SMS, and chat. 

Agent Scheduling Window

In the Agent Scheduling window, the Schedules, Shifts, Agents, and Settings tabs have been enhanced.

Agent Not Ready Reasons

While assigning shifts, you can also provide reasons why an agent is not available. These reasons are called Not Ready Reasons.