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Workforce Management (WFM) - User Guide

Welcome to the Eleveo WFM application!

The Eleveo WFM User Guide provides contact center professionals with guidelines for performing regular tasks assuring the smooth operation of the center. This includes iterative tasks related to workforce forecasting and scheduling. This guide is dedicated to advanced users (for example: managers, supervisors, and team leaders), who plan and manage contact center operations.

CHAPTERS

Getting Started
Importing Data for WFM
Administration Tasks
Forecasting
Scheduling
Schedule Adherence
Intraday Management
My Schedule
WFM FAQ
Eleveo WFM Glossary




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