The Workforce Management (WFM) component that enables agents and supervisors to access and use WFM over the Internet. WFM Web makes real-time and past performance data available whenever it is needed. WFM Web has two parts: Supervisor and Agent.
Supervisors can use WFM Web to create forecasts, create and monitor schedules, make schedule changes, view and approve (or deny) schedule-trade requests, view contact-center performance, monitor real-time agent adherence, and view reports.
Agents can use WFM Web to check their scheduled activities and working hours; communicate preferred shift, working hours, and time-off requests to administrators; and make schedule trades with other agents.
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