Workforce Management: Roster, Adherence & Forecast

Last updated · fulliautomatix 1.0.33 · getafix 3.2.65

When Workforce Enabled is active for your company, the Desk's Workforce module (https://desk.<domain>/wfm) gives supervisors weekly shift rostering, real-time shift adherence tracking, leave approval with minimum-cover protection, and Erlang C staffing forecasts.

Defining Shifts: Shift templates (start/end time, break allowance, minimum cover, required language skills, and colour) are created by a Company Administrator in the Admin Console under Settings → Shifts (see Alert Rules, QA Scorecards, Sampling & Shifts).

1. Weekly Roster (/wfm → Roster)

The Roster tab displays a weekly grid of Agents × Days:

  • Assigning a Shift: Click any empty cell for an agent and day, then pick a shift template (e.g., Morning, Late).
  • Moving & Removing Shifts:
    • Drag and drop a shift chip to move it to another day or agent.
    • Click × on a shift chip to remove it.
  • Automatic Conflict Detection: The roster highlights conflicts in red directly on the chip with the reason:
    • overlap: The agent is rostered on two overlapping shifts.
    • leave: The agent has approved leave on that day.
    • skill: The shift requires a language skill (such as DE or BN) that is not listed on the agent's user profile.
  • Copying a Week: Click Copy previous week to duplicate last week's schedule into the current week in one click.
  • Live Floor Integration: Rostered shifts appear as tags on agent cards on the Floor (/floor), enabling the Floor's Shift filter (On shift / Off shift) and flagging agents who pause longer than their shift's break allowance (⚠ Paused past the shift's break allowance).

2. Real-Time & Historical Adherence (/wfm → Adherence)

Select a date range on the Adherence tab to compare each agent's rostered shift window against their actual call-center sign-in and pause logs (agent_logs):

  • Displays Scheduled minutes, Signed-in minutes, Paused minutes, and the Adherence percentage chip:
    • Green: 90% and above
    • Amber: 80% to 89%
    • Red: Below 80%
  • Lists specific Exception chips (such as late sign-in, early sign-out, or over break).

3. Approving Leave Requests (/wfm → Leave)

  • The Workforce badge in the left navigation rail displays the number of pending agent leave requests.
  • Open the Leave tab to review each pending request (agent, date range, leave type, and agent's note):
    • Automatic Minimum-Cover Check: The platform checks every shift the agent is rostered on during the requested dates against that shift's configured Minimum cover (agents).
    • If approving the leave would drop staffing below the shift's minimum cover, the row warns Cover short (for example, Morning: 0 of 1) and disables the standard Approve button.
    • You can either Reject the request (with a note to the agent) or explicitly override the warning by clicking Approve anyway with a note.
    • Once decided, the rail badge updates immediately and any rostered shift on an approved leave day is flagged with a leave conflict on the Roster.

4. Erlang C Staffing Forecast (/wfm → Forecast)

Select a Day and a Queue on the Forecast tab:

  • 48 Half-Hour Bars: Computes the historical average call volume and handle time for that same weekday over the last 4 weeks, runs Erlang C to calculate the Required agents per 30-minute interval, and overlays your Rostered agents for that day. Intervals where rostered staffing falls short are highlighted in red.
  • Understaffed Half Hours Table: Whenever the roster falls short of Erlang C demand, a table below the chart lists every understaffed 30-minute interval with Forecast calls, Required agents, Rostered agents, and the Staffing gap.
  • Day Note: Type operational notes for the selected day (automatically saved when you click outside the field).