Starting Agent Maintenance 
Use
You start Agent Maintenance by selecting Workforce Management à Employee Maintenance from within the Interaction Center Manager’s portal.
Activities
Once you make you selection you see the Employee Maintenance start-up page where you enter the employee maintenance activity you want to perform and the initial filters/selections for the activity:
|
Activity |
Filters and Selections |
|
Profile |
1. Select the organization 2. Choose Profile as your activity starting point 3. Select the org unit and agent filter requirements 4. Click New Employees Only to only list new hires already added to your CRM system and now ready for scheduling within IC WFM 5. Select to display employees by either org tree view (beneath their work area assignments) or list view (by last name). When you select New Employees Only, employees are displayed in list view by default. 6. Click Proceed |
|
Work Areas & Qualifications |
... 1. Select the organization 2. Choose Work Areas & Qualifications as your activity starting point 3. Select the org unit and agent filter requirements 4. Select to display employees by either org tree view (beneath their work area assignments) or list view (by last name) 5. Click Proceed |
|
Schedule Rules |
... 1. Select the organization 2. Choose Schedule Rules as your activity starting point 3. Select the org unit and agent filter requirements 4. Select the employee display requirements 5. Click Proceed |
|
Time-off Requests |
... ... 1. Select the organization 2. Choose Time-off Requests as your activity starting point 3. Select the org unit and agent filter requirements 4. Select to display employees by either org tree view (beneath their work area assignments) or list view (by last name) 5. Click Proceed |
While the New Employees Only selection is available when entering Work Areas and Qualifications, we recommend you start all entries for new employees at the Profile page.