Configuring Workforce
Configure Workforce to view agent schedules, create personal events, and view tasks on a map.
The CSM/FSM Configurable Workspace includes Workforce, which is a centralized workspace for essential tools such as the Team Calendar, Map, and Agent Location History Map. This integration allows for access and management of team schedules, geographical data, and historical agent movements, all from one location.
You can configure the team calendar to select which event types are visible. You also have the ability to enable users to switch between assignment group view and territory view. Additionally, you can improve the visibility of team members' schedules on a group calendar. By enabling team calendar visibility, they make these schedules accessible to both their own group and other groups.
To enable the territory view, you must Configure Field Service Territory Planning. Managers need the wm_manager role to view schedules in Workforce. Additionally, each territory must be assigned a manager. For more information on assigning territories to managers, see Using Field Service Territory Planning Console.
Configuration overview
- Configure event types to appear on the Team calendar in Workforce
Customize the team calendar by configuring which event types are displayed.
- Set your Workforce system properties
Modify the Workforce configuration by setting system properties to enable visibility for both group and territory views.
- Configure team calendar visibility for group members
Increase Team calendar visibility to enable teams to better coordinate meetings, events, and tasks.
- Configure territory view to allow users to see other members' schedules
Allow users to switch between viewing assignment groups and territories within Workforce.