Workforce Management 8.5 Web for Supervisors Help

Welcome to Workforce Management (WFM) Web for Supervisors Help. Use this page to go directly to the information you need, or use the Table of Contents to take a step-by-step tour of all the features and functions in WFM Web for Supervisors.

Getting Started

Learn about WFM controls, setting the date, and finding agents in large tables.

• Date Selectors
• Finding Agents in Tables
• Controls in the Supervisor's Window

Policies and Configuration

Create your policies, organizational objects, and security roles.

• Exceptions
• Time-Off Rules
• Contracts
• Rotating Patterns
• Organization
• Security Roles

Calendar and Trading

Create calendar items, set time-off limits, and manage schedule trade requests.

• Calendar Items
• Time-Off Limits
• How Trading Works
• Schedule Trade Details

Forecast and Schedules

Create Forecasts and scenarios, Schedules and scenarios (Master and Intra-Day).

• New Forecast Wizard
• Forecast Scenarios
• Schedule Scenarios
• Master Schedule
• Master Schedule Intra-Day

Performance, Adherence, and Reports

Monitor performance and set alerts, calculate adherence per-channel, and create reports.

• Performance Monitor
• Performance Alerts
• Adherence Calculations
• Adherence Per-Channel
• Create and Generate Reports