Team Leaders
Team leaders supervise agents’ day-to-day work.
View and manage agent schedules
- View detailed schedules (Schedules tool)
- View detailed schedules (Teams tool)
- Make schedule changes (Schedules tool)
- Make schedule changes (Teams tool)
- Manage meetings (Meetings tool)
- Manage meetings (Teams tool)
- Select what details to show (Teams tool)
- View a schedule overview for a week (Schedules tool)
- View a schedule overview for a week (Teams tool)
- Export schedules to Excel (Teams tool)
- Save searches you use often (Teams tool)
Find and play interactions
- Find interactions
- Customize the columns on the Recordings page
- Play interactions
- Download interactions on demand
- Listen to an audio interaction
- About silence and talk over events
- Watch the screen capture of an interaction
- Skip forward and back in a recording
- View agent actions for an interaction
- Explore data associated with an interaction
- Edit custom metadata associated with an interaction
- Read an email interaction
- Read a text interaction
- Read the transcription of an audio recording
- View phrase analytics for an interaction
- View the sentiment for an interaction
- Mark an interaction for calibration
- Create a contact
Report on your team’s performance
- Your homepage dashboard
- WFM standard reports
- QM standard reports
- Available QM widgets
- Available WFM widgets
Data Explorer quick start guide: Customize a measure’s appearance
- Introduction
- Basic: Change the text in a heading
- Basic: Add a note
- Basic: Add a link to values
- Basic: Show numbers as minutes and seconds
- Intermediate: Change the text color for high or low numbers
- Intermediate: Make multiple customizations to a measure's appearance
- Advanced: Add an up- or down-pointing arrow to show change over time