Workforce
Compare the staff you need with the staff you have scheduled for a day, see the roster and how closely people kept to it.
Where to find it
Calls › Workforce
Open this screen
Steps
- Open 📞 Calls › Workforce.
- Choose the day with the date picker at the top right.
- Read the tiles: “Intervals planned”, “Short-staffed”, “Scheduled today” and, for admins and managers, “Cost per contact”.
- Read “Required vs scheduled”: for each half hour, the headcount the forecast needs against the people on shift. “What to do about it” lists the gaps.
- Check the “Roster” and “Adherence & occupancy” for the day.
- Further down, admins and managers plan shift shapes and sites.
Settings on this screen
| Setting | What it does | Default |
|---|---|---|
| Date picker | The day every panel shows. | Today |
| Scenario | Opens the staffing calculator (admins and managers). | — |
| Rebuild forecast | Builds the day’s forecast from history. Shown to admins and managers when there is an inbound queue. | — |
| Adherence colour | Green at 90% or more, amber from 75%, red below. | — |
| Occupancy colour | Green up to 70%, amber above 70%, red above 85%. | — |
Troubleshooting
It says “No forecast for this day yet.”
No forecast was built for that day. An admin or manager can press “Rebuild forecast” to build one from history.
It says “Nobody is rostered for this day.”
No shifts are on the rota for that day. Put a shift shape on the rota first.
It says “No presence recorded against a shift for this day.”
Nobody on a shift that day has recorded presence yet, so adherence cannot be measured.
Tips
- High adherence together with high occupancy is a burnout signal.
Good to know
- Rebuild forecast appears once the workspace has an inbound queue; each forecast is built from that queue's call history.
- Shifts created here appear as draft in the roster.
Related how-tos
- Staffing ops Run today’s staffing: who is out of adherence, how the day compares with plan, cover by skill, shift swaps, overtime, availability, attendance and weekly patterns.
- Queues & SLA Watch calls waiting, the service level and live calls per queue, and configure each queue's targets, hours and routing.