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Workforce admin

Four pages under /workforce/* cover the supporting structures for scheduling: non-call activities, shift bidding, intraday offers, and sites.

Activities​

/workforce/activities

Activity blocks are non-call work that removes an agent from the available pool: TRAINING, COACHING, TEAM_MEETING, ADMIN, NESTING.

The Create activity block dialog captures:

  • Activity type
  • Employee
  • Start / end times
  • Mandatory flag (whether the agent must attend)
  • Optional placement window (for floating blocks the optimiser can slot in)
  • Coverage impact level — FULL, PARTIAL, or NONE
  • Notes

Coverage impact tells the schedule optimiser how much demand this activity displaces. A FULL block means the agent is fully unavailable for calls; PARTIAL leaves them available for some channels.

Shift bidding​

/workforce/bidding

Open shifts published for self-selection. Two views, one page:

  • Agents see open shifts with duration and a deadline countdown. Click Bid to put their hand up.
  • Supervisors see bids per shift and award winners with a checkbox-driven grant flow.

Awarded shifts move into the agent's published period the next time the schedule is regenerated.

Intraday offers​

/workforce/intraday-offers

Same-day shift adjustments — three offer types:

TypeUse case
OVERTIMEDemand spike, ask agents to extend
VOLUNTARY_TIME_OFF (VTO)Demand drop, offer paid agents to leave early
EXTRA_SHIFTDemand spike outside scheduled hours

The Create intraday offer dialog captures: offer type, client LOB, date, time window, max acceptances, acceptance deadline, notes. Status badges show open / filled / expired / cancelled.

Sites​

/workforce/sites

Office and virtual locations the tenant operates from. Each site has:

  • Name
  • Type (OFFICE or VIRTUAL)
  • City and country (CA / US)
  • Timezone

Sites are referenced by employees, schedules, and the Operations → Cross-site borrows workflow. Add new sites with the New site dialog.