Select what details to show

Customize the day view in Teams to show the details that are important to you. Select if you want to show which team the agents are in and which work rule warnings to show. These settings are stored between sessions.

Show staffing information to see what the staffing situation is and the effect your schedule changes have on the staffing levels, on skill or skill group level.

Prerequisites

  • You have the Web > Teams permission.
  • You have the Global functions > View schedules permission.

Page location

WFM > Teams > Day view

Procedures

Show team names

Show which teams the agents are in

  1. Click Settings.
  2. Select the Show team names toggle.

Select which work rule warnings to show

Define for which work rules to show warnings. The warnings are displayed next to the affected agents’ names. Hover the warning to show what rules are broken.

  1. Click Settings.
  2. Select the Show warnings toggle.
  3. Select the check boxes for the work rules to show warnings for.

Show staffing information

In the staffing graph, the following information is shown.

  1. Click the Show staffing toggle.
  2. Select a skill or a skill group to show staffing for. If you select a skill group, the included skills are listed above the graph.
  3. Select the Use shrinkage check box to include shrinkage when presenting the number of forecasted agents.

    Shrinkage is mainly used for periods further into the future, where there are more uncertainties regarding for example how many agents that will be absent.

  4. Hover a measure in the legend to highlight that measure in the graph. Click a measure to hide it.

Related topics