Workforce Management

Workforce Management gives your team one place to see how your departments, channels and agents are doing right now and to plan how many agents you will need.

What it does

1. Watch live activity — See calls in the queue, ongoing conversations, wait times and agent availability as they change
2. Compare departments — Put the Voice, WhatsApp, Webchat and Email performance of all your departments side by side
3. Plan staffing — See how many conversations to expect over the next 7 days and how many agents to put on the roster
4. Group departments — Combine departments into clusters to view and manage them together

How to get started

Follow these steps in order:

1. Getting started — Learn how the app is laid out and the words it uses
2. Dashboard — Monitor live activity for the departments you care about
3. Departments — Compare all departments in one view
4. Forecast — Plan your staffing for the coming week
5. Clusters — Group departments so they are easier to follow
6. Settings — Find your account details

Getting help

• Not sure what a number means? Check the Glossary and FAQ
• Looking for a specific feature? Use the sidebar on the left