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WFM Team Leader Essentials – Verint WFO

Course code 21-52
Level 2 Supervisor / Superuser

This course is aimed at users who will be training/supporting team leaders in the use of the WFM application for monitoring and managing a team of agents.

Lesson 1: Workforce Management Basics

Lesson 2: Using Workforce Management
• Viewing User Information
• The Tracking Module
• Request Management
• Performance Management

Lesson 3: Viewing Teams Information

Lesson 4: Using the Tracking Module
• Working with Pulse
• Understanding the Adherence View
o Exception Handling

Lesson 5: Managing Request
• Overview of Validation and Filing Rules
• Overview of Auto Processing Rules
• Viewing and Managing Requests
• Using the Time of Calendar
• Creating New Time off Requests

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