WFM Intraday Manager and Reporting

Hi community,

We recently rolled out WFM for our contact center. We come from a manual schedule process, so this is an upgrade from that, however I am still new at understanding the reporting. I’ve tried to read through the help site, open tickets, but I am still not fully understanding all the information WFM provides. If there are any Contact Center Managers that can offer some assistance that would be great. Thank you in advance. 

I agree, it takes a lot of playing with the tool to really get used to it, what kind of things are you not understanding ​@cmartinez? 

​@Lariane - After further review of my values, I was missing some information due to the selection of my scheduling units, from some reason when I would select one team, I would lose the options under the Volume metric like Actual number, not sure why but I did get this corrected and for my staffing I had to use the example of dividing by 15 min intervals to get the avg FTE. 

​@BeckyH  Yes this is for contact center workforce management. and I have reached out to our CSM and opened some tickets, just want a different perspective from the community and users who may be more familiar with the WFM platform. Thank you in advance.