Workforce Optimization for CSM Configurable Workspace
Develop high-performing teams by managing workforce productivity
Install Trend
View Install Data
| Date | Install Count | Change |
|---|---|---|
| 2026-09-09 | 0 | - |
| 134 days of no change | ||
| 2026-04-27 | 4 | -4 |
About
Workforce Optimization for CSM provides a set of applications that empower managers to optimize their team productivity by routing work efficiently, managing agent skills and schedules, monitoring performance, and supporting team members in real time.
Key Features
- Enable managers to make informed decisions using a landing page with metrics that shows metrics for ongoing work.
- Assess real-time operations and performance of teams and agents across different channels and queues.
- Optimize shift planning by managing agent shifts and schedules, and time-off requests.
- Track ongoing work and provide real-time support to team members deliver better customer experience.
- Monitor team performance and provide feedback through assessments.
- Predict and recommend skills for agents.
- Identify coaching and training opportunities for team members.