Workforce Management User Guide

About Workforce Management

LinkLive Workforce Management is a call and contact center staffing solution to ensure that an optimal number of agents are scheduled for each hunt group based on the predicted demand forecast.

Workforce Management has a set of core functionality:

• Demand Forecast

• Scheduling

• Agent Schedule Management

• Schedule Change Management as Approved

Workforce Management is set up by the Administrator persona and is used by both Supervisor and Agent personas.

Within the application, a supervisor is able to view their volume forecasts, adjust schedules to meet SLA requirements, manage agent time off requests, support agent shift swaps, and allow all information to be exported for additional review and analytics.

Please note: many of the features outlined in this document are controlled by LinkLive Administrators, meaning that not all of the functions that are shown are available directly to all users. Please contact your LinkLive Administrator to have features enabled.