Administrator Tasks

Important

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As a supervisor using Workforce Management (WFM), you might sometimes be required perform workforce administration tasks to manage the day-to-day operations in your contact center. The following topics in the Administrator's Guide provide information that will help you to perform these daily tasks efficiently:

• Scheduling
• Forecasting
• Monitoring performance and adherence
• Managing user security
• Calendar management
• Using time-off bidding
• Using task sequences
• Using e-mail notifications
• Scheduling breaks and meals
• Enabling wait-lists
• Managing overtime