Workforce

Workforce is a configurable application that enables managers to view agent schedules, create personal events, and view tasks on a map.

The CSM/FSM Configurable Workspace contains Workforce, a centralized location for the Team Calendar, Manager Map, and Agent Location History Map. Below, see an overview of the manager's tasks in Workforce.

Note:

To gain full Workforce access, you must hold the 'wm_manager' role and actively manage a 'wm_work' assignment group. Without these roles, you don't have access to essential functionalities like viewing agent details and managing events and workflows.

• Using the team calendar
  Field service managers can use the team calendar to view a list of agents in their assignment groups and the work order tasks and events that are assigned to the agents.
• Create a personal event
  Enable managers to create events, such as agent time off, agent appointments, and meetings using Workforce.
• View personal events on the Team calendar
  View events, such as agent time off, agent appointments, and meetings using Workforce.
• Using the manager map
  The manager map displays agent information and the tasks assigned to them. Field service managers can search and view information about agents in their assigned groups and the status of all tasks in their area.
• View agent location history map
  View the location history map of field service agents to track and review their activities over a historical period.