Communicate with agents

Your organization might automatically manage agent requests or offer schedule changes to meet coverage needs. If it doesn’t, you can still communicate scheduling opportunities to agents. For example, if you’re understaffed today, send them a message so they can submit overtime requests. If you’re overstaffed, encourage agents to submit absence requests to go home early. Let them know about the extra dance party you’re adding to everyone’s schedule. You get the idea.

Agents see these messages on their Messages page or in their Agent Schedule Messenger window.

NOTE   To follow the steps below, you need the WFM desktop app (aka “client” or “Windows client”), not the website. Your ability to use the app depends on how your organization uses WFM.

1. In the desktop app, click People.
2. Expand the menu on the left side of the screen and select the agents you want to message. Hold down the Ctrl key to select multiple agents.
3. Click the small arrow under Actions and select Messages from the drop-down list. The Messages window opens.
4. Click Standard.
5. Enter a Subject and Message, and click Send. Your message disappears from the Subject and Message fields. (Don’t worry, the message sent! Click Follow up to see your sent messages.)