Configuring Workforce

  • Release version: Yokohama
  • Updated January 30, 2025
  • 1 minute to read

    • 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 can also 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 Managing territories and agents from Territory Planning console.

    When Workforce Optimization for Field Service is active, you can appoint additional managers to your assignment groups to allow them access to Workforce. This ensures that more team leaders can effectively manage and optimize Workforce activities. For more information on adding additional managers, see Assign additional managers to user groups when Workforce Optimization for Field Service is installed.

    Workforce supports a high volume of agents and tasks by default. If your workforce management requires expanded capacity, you can contact support or submit a change control request to adjust the configuration.

    Configuration overview

    The steps for setting up Workforce are: