Managing agents and tasks from Workforce

Workforce is a configurable application that provides a centralized location for managing schedules, events, and tasks. Users with the wm_basic role can access the team calendar, agent schedules, and map to stay organized and informed.

What managers can do

Managers can:

• View agent schedules and team calendars.
• Create personal events.
• Track agent location history.
• View tasks on a map.

Note:

You must be a manager of a group or territory to view schedules.

What agents can do

Technicians can:

• View schedules.
• Create personal events.

To manage agents and tasks effectively, explore these topics:

• Using the team calendar

  Access and manage schedules, events, and availability in one place.

• Using the map

  View tasks and agent locations on an interactive map.

• View agent location history map

  Track historical movements of agents for planning and analysis.