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Workforce Management 8.5 Agent Help

Welcome to Workforce Management (WFM) Agent Help. Use this page to go directly to the information you need, or use the Table of Contents to take a step-by-step tour of all the features and functions available in the WFM Agent application.

Take a tour of the WFM Agent UI.

Watch the video for a preview of the features and controls in the WFM Agent UI.

Note that some features might not be enabled in your contact center.

Getting Started

Become familiar with the WFM Agent UI:

Scheduling and Trading

View and adjust your schedule, propose schedule trades, view other agents' schedules:

Availability and Preferences

Use availability patterns, add preferences, and manage time-off requests:

Bidding and Configuration

Use schedule bidding and configure WFM Agent:

This page was last edited on June 20, 2019, at 14:44.


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