Workforce Management for Cloud

Welcome to Workforce Management (WFM) Web Help. Use this page to go directly to the information you need, or use the Table of Contents to take a step-by-step tour of all the features and functions in WFM Web.

Important

Some settings might not apply to your contact center.

Getting Started

Become familiar with WFM Web.

• Date selection
• Finding agents in tables
• Logging out

Scheduling and Trading

Adjust your schedule and make schedule trades.

• Schedules overview
• Modify agent's schedules
• Schedule builder wizard
• Trading overview

Monitoring and Adherence

Monitor performance and agent-adherence.

• Performance overview
• Performance monitor view
• Adherence overview
• Adherence details options