Administrator Tasks

This section contains information associated with Workforce Management administration.

Find the information you need by clicking the topic links below or by using the Table of Contents in the left-side navigation bar.

Daily operations

There are many tasks that, as a Workforce Administrator, you will need to perform on a daily basis. These topics provide information about setting up and performing these daily operations in your environment.

• Forecasting
• Scheduling
• Monitoring Performance and Adherence
• Reporting

• Managing user security
• Managing the Calendar
• Creating time-off bidding offers
• Using task sequencing

• Setting up e-mail notifications
• Scheduling meals & breaks
• Enabling wait-lists
• Tracking overtime

Reporting and Metrics

Find information about WFM reports, and metrics.

• Schedule Summary View and Reporting
• Contact Center Performance Report
• Agent Adherence Report

Primers

Find information about how to use WFM Primers to optimize the efficiency of your contact center.

• Time Off
• Overlays
• Multi-Forecasting