Workforce management

Native forecasting and agent scheduling, and the third-party feed.

• The 4 August 2026 name is forecasting and agent scheduling.
• Agent events are the adherence feed. Historical reports are not.
• A blank board on day one usually means no event, an unmapped status, or a schedule that was never published.
• One Kinesis shard and two consumers is a Monday-morning lag.
• Shrinkage is the fraction of paid time that is not handling contacts.

Source: Forecasting and scheduling