Getting Started with inContact WFMv2 as a Supervisor

inContact Workforce Management v2 provides contact centers with the ability to forecast contact center staffing needs, plan for center resource requirements, schedule agents, and more.

If you are a contact center supervisor or workforce analyst in your organization, you have likely been given a basic permission set that will allow you to:

• Configure agents and their attributes
• Create forecast runs to estimate future contact center traffic
• Create requirements runs to estimate future contact center staffing needs
• Create schedules
• Use the analytics, adherence, and other tools in the inContact WFMv2 Workstation

The links below will provide you with additional information on these topics.

Related Themes

• Agents Overview — to learn about configuring agents for inContact WFMv2
• Create Forecast Run — to learn about forecasting future contact center traffic
• Create Requirements Run — to learn about estimating future staffing requirements