Managing agents and agent groups on the team calendar
View agent events, add events for agents in your assignment group, and search agents and agent groups using the team calendar. You can also add or edit agent skills and schedule and view or reassign work order tasks.
To gain full Workforce access, managers must hold the 'wm_manager' role and actively manage a 'wm_work' assignment group. Without these roles, managers don't have access to essential functionalities like viewing agent details and managing events and workflows.