People module (WFM client)

Manage WFM-related information about your employees in the People module. This module is used to manage both agents who are scheduled in WFM and other users, like team leaders, resource planners, and intraday analysts.

A lot of the information in the People module, for example the agents' contracts and restrictions, is used to govern the scheduling of the agents and is therefore important to keep correct and up to date. In the People module, you can also set up tracking of the agents' absences, for example for their yearly vacation allowance.

BEST PRACTICE Actions in the People module are not tracked in the General Audit Trail report. Therefore all work related to user access, like setting up logins and assigning roles, should be handled in the web People tool.

Functionality

Find, sort, and filter WFM agents and users
Add or edit WFM users manually
Add or edit WFM agents manually
How authentication in Calabrio Teleopti WFM works
Manage WFM agent work rules
Manage schedule periods
Manage limitations on shift categories
Manage personal accounts for absences
Assign rotations to agents
Assign availability patterns to agents
Send messages to agents
Create group pages to filter agents in WFM
End an employment for WFM
Manage personal data in Calabrio ONE