Workforce
The agent can see the plan, including on a phone
Forecasts, schedules, intraday changes, and adherence from the public WFM and WEM pages.
Workforce management ยท advanced ยท 12 min full read
The agent portal on the WFM page lists viewing schedules and adherence, bidding on shifts, requesting schedule changes, vacation, and voluntary overtime, plus notifications and alerts. The mobile card lists Android and iOS, self-service away from the desk, absentee and late check-in, and alerts.
- Offer the portal, the phone, or Plus
- Do not assume the connector is installed
The desktop page says Plus can show schedules and adherence, time-off requests, and evaluations without leaving the desktop. A second login is a design smell only if that connector was what you bought. The page does not say every contract includes it.
Both pages name a view.
Pick the surface
Say portal, mobile, or Plus, and one action from that list.
- One surface
- One action
- No assumed contract
The action is on the page you named.
- Portal includes bidding? Yes.
- Mobile OS? Android and iOS.
- Plus? Schedules, adherence, time off, evaluations.
- Assume the connector? No.
- Workforce management. vendor. last checked 2026-10.
- Agent Desktop. vendor. last checked 2026-10.
- Agent Desktop. vendor. last checked 2026-10.
Glossary. Disposition: The outcome code on a call. Final disposition stops the other numbers on that record for the campaign. List dialing modes
Sister technologies. Statistics and Reporting web services. Two different API names. A wallboard and a standard report are different pipes. APIs and SDKs
Config. Say portal, mobile, or Plus, and one action from that list.
Troubleshooting. The mobile card names Android and iOS, not a third-party brand. Use the named surfaces.
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.