Desktop
WEM lives in the same desktop
One screen, WSS, assist, WEM on the desktop, and the desk the PDF will support.
Agent Desktop Plus ยท practice ยท 12 min full read
The desktop page says Plus can show schedules, adherence, time-off requests, and evaluations without another app. CRM connectors can surface the same WFO actions inside Salesforce and the other named CRMs.
- Show the schedule on the desktop
- Do not dial a break
That is the staffing blend meeting the person: the agent can see that they are supposed to be on a break. A dialer that ignores the schedule will call it idle time.
The person can see the plan.
Subtract the break
On a 20-person roster, remove the scheduled break before you set lines.
- Read the schedule
- Count who is actually there
- Set the mode from that count
The line count uses the smaller number.
- What does Plus show from WEM? Schedules, adherence, time off, evaluations.
- Break equals idle? No.
- CRM path? WFO connectors, per the desktop page.
- Adherence? Plan versus actual.
- Agent Desktop. vendor. last checked 2026-10.
- Workforce engagement management. vendor. last checked 2026-10.
Glossary. IVR module: A named block in the IVR Administrator's Guide, such as Menu, Play, If/Else, or Skill Transfer. IVR modules
Sister technologies. Dynamics 365, Zendesk, Oracle, NetSuite, Epic. Each is a named Plus adapter. This lab does not copy a package number for them. Technical requirements PDF
Config. On a 20-person roster, remove the scheduled break before you set lines.
Troubleshooting. That is the scheduled break and the dialer still counts those logins. Feed availability from the schedule, not from headcount.
Cross-platform bridge. A mapping to another PBX or contact center is a teaching bridge. It is not an import button.
Future hook. The guide's cloud endpoint stays unset. Confirm before relying on a dated catalog or a case-study number.