---
title: "Overview"
description: "Monitor live contact center activity and plan staffing."
canonical: "https://docs.cm.com/customer-engagement/workforce-management-msc"
---

# Overview

> Monitor live contact center activity and plan staffing.

Source: https://docs.cm.com/customer-engagement/workforce-management-msc

# 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](https://docs.cm.com/customer-engagement/workforce-management-msc/getting-started)** — Learn how the app is laid out and the words it uses
2. **[Dashboard](https://docs.cm.com/customer-engagement/workforce-management-msc/dashboard)** — Monitor live activity for the departments you care about
3. **[Departments](https://docs.cm.com/customer-engagement/workforce-management-msc/departments)** — Compare all departments in one view
4. **[Forecast](https://docs.cm.com/customer-engagement/workforce-management-msc/forecast)** — Plan your staffing for the coming week
5. **[Clusters](https://docs.cm.com/customer-engagement/workforce-management-msc/clusters)** — Group departments so they are easier to follow
6. **[Settings](https://docs.cm.com/customer-engagement/workforce-management-msc/settings)** — Find your account details

## Getting help

- **Not sure what a number means?** Check the [Glossary and FAQ](https://docs.cm.com/customer-engagement/workforce-management-msc/glossary)
- **Looking for a specific feature?** Use the sidebar on the left