Agents

• Log in to Workforce Optimization
• WFM glossary
• Localization and supported languages
• Troubleshoot login issues
• Your homepage dashboard
• Learn more about Workforce Optimization with TIP
• Configure notifications
• WFM functionality overview

• Introduction
• View your schedule
• Move your lunch or break
• View your team's schedule
• Request time off
• Trade shifts with another agent
• Request overtime
• Send your supervisor a message
• View your statistics
• Download the app

• Introduction
• Play a contact
• Check your quality evaluations
• Play a contact assigned to you
• Customize what you see on the Interactions page

• View your schedule
• View your team's schedule
• Monitor your schedule while working
• Share your schedule
• Download and set up the MyTime app

• Move your lunch or short break
• Schedule your own work hours
• Trade shifts with other agents
• Check the shift trade board for trades
• Post your shift to the shift trade board
• View your requests
• Report that you are ill

• Manage dynamic scheduling

• How to use Plans

• Request time off
• Request to work extra hours
• Request time off or extra hours through chat
• Whitelist connections for Grant the chatbot
• Send a text request
• View your requests

• Enter how you prefer to work
• Enter when you are available to work
• Enter availability to work overtime
• Bid on shift patterns
• Post or pick up hours
• Manage your vacation

• Handle messages
• Change your password
• Change language and format settings

• Access contacts assigned to you (classic page)
• Access contacts assigned to you (new page)
• Find contacts
• Customize the columns on the Interactions page
• Play contacts

• Record on demand
• How Recording Controls work

• View your performance reports
• View your badges
• View performance information for yourself or your team
• View performance for key indicators

For information about the standard QM and WFM reports that come with Workforce Optimization, and for instructions on how to run a standard report, see QM standard reports and WFM standard reports.