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Introduction to Workforce Management 8 min
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Scheduling Units and WEM Skills 5 min
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Managing Employee Attributes 3 min
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Configuring My Zone for Agents 2 min
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Workforce Management Setup 13 min
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Forecasting 18 min
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Scheduling 8 min
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Monitoring 3 min
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Knowledge Check 5 min
- Training Satisfaction Survey
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Training Satisfaction Survey
Workforce management
With this add-on, configure it to staff your center based on forecasted call volumes and agent schedules.
This course covers how to configure Workforce Management, schedule agents, and identify live metrics to ensure adequate coverage.
After completing this course, you'll be able to:
- Manage employee attributes
- Configure My Zone for agents
- Set up workforce management