Workforce Management
Workforce Management (WFM) covers everything from forecasting demand and building schedules to monitoring real-time adherence and coordinating across sites during incidents. The surface spans seven top-level pages plus the Operations page for cross-site coordination.
| Page | What's there |
|---|---|
| Forecasting | Contact-volume forecasts, staffing requirement scenarios, volume history |
| Schedule | Period management, swaps, exceptions, availability, acknowledgements, shift patterns, optimisation drafts |
| Time & attendance | Pay periods, timesheets, clock records |
| Wallboards | Live agent state with SSE push and team aggregates |
| Adherence | Agent state events, exception review, active alerts |
| Workforce admin | Activities, shift bidding, intraday offers, sites |
| Operations | Cross-site borrows and incident management |
How the pieces fit together
Forecasting ──► Schedule (drafts, periods) ──► Wallboards / Adherence ──► Operations
│
└─► Time & Attendance ──► Billing
- Forecasting sets the demand baseline (volume, AHT, required agents per interval).
- Schedule turns demand into shifts: optimisation drafts produce candidate schedules, then a published period locks the plan.
- Wallboards and Adherence give live visibility into how the plan is executing.
- Time & Attendance captures the actuals — clock-ins, breaks, approved timesheets — that feed payroll and the billable hours ledger.
- Operations handles the inevitable: incidents that disrupt the plan and cross-site borrows that fix coverage gaps.
Roles
| Role | Where it shows up |
|---|---|
| WFM analyst / planner | Forecasting, Schedule (all tabs), Operations |
| Supervisor / team lead | Schedule (approvals), Adherence (exception review), Wallboards |
| Agent | Schedule (own period, swaps, availability), shift bidding |
| Payroll / finance | Time & Attendance (lock periods), Billing (hours, SLA) |
| Site admin | Workforce admin → Sites |