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.

- 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.