Managing staff

The People tool is used for managing staff working at the contact center as well as the administration of Calabrio WFM users. It handles information about the agents' organizational groups, skills, contracts, work rules, various group memberships and any general restrictions to the scheduling that have been set. The module also allows for tracking certain absences and time balance between schedule periods. It is important that the settings for each employee and the specific periods are correct. Working with agents requires information valid for the future (planning next period), for past time (analyzing previous period) and current information. Before scheduling a period, you should check that all information in the People tool is up to date. For example, you should verify that each agent has the proper contract, skills, shift bag, schedule period, and group memberships.