Installation Guide
Features of Workforce Management
WFM is an
Call center managers can use WFM to complete the following tasks.
■Develop a schedule forecast (by day or period)
■Manage special events
■Prepare schedules (summary and individual)
■Manage
■Approve
■Generate productivity, performance and historical reports
■Create agent report cards
■Develop schedules for multiple sites
■Manage scheduling for offices in different time zones
■Manage key performance indicators
■Manage
■Monitor and adjust the current schedule for a team from a dashboard
Agents can also use WFM to access the system to see their own schedules and performance indicators.
8 | October 2007 |