Update for Workforce Management

New or enhanced feature

Admin features

View-only permission for scheduling groups

• Workforce Management is introducing a view-only permission for certain scheduling groups. This feature allows supervisors to view agents within their designated groups without the ability to make changes.

Dynamic weekly schedules with consecutive days off

• Workforce Management admins can configure a dynamic or fixed shift template and select the number of days per week a shift should be generated out of the total available days. For example, they can schedule agents to work 5 out of 7 days. Shifts can be either fixed or dynamic, with the option to have consecutive days off.

Ability to export forecasts

• Workforce Management admins can export forecasts for any date interval. The exported forecast includes details such as start volume, handle time, and whether edits have been applied. This allows them to easily share and analyze forecast data.