Workforce Management
Schedules and adherence, inside Salesforce
Build shifts, publish schedules, and see adherence live against Omni-Channel presence, without a separate workforce management tool.
OpusEngage is built for contact centers already running Amazon Connect with Salesforce Service Cloud Voice.
Expensive WFM tools that never quite fit
Contact centers on Service Cloud Voice often pay for a workforce management platform that was designed for a different stack: another login, another data model, and adherence that shows up the next day. Coaching agents on what happened yesterday is not coaching. OpusEngage builds scheduling and adherence where the agent statuses already are.
What Workforce Management gives you
Replace the WFM tool, not just integrate it
Schedules are built natively in Salesforce with configurable shift activities and recurring templates. No external scheduler, no nightly sync, no second system for supervisors to learn.
Agents see their day in the utility bar
The My Schedule utility bar component shows each agent their shift, breaks, and activities right in the Service Console, alongside the calls they are already handling.
Coach in real time, onshore and offshore
Adherence is computed live against Omni-Channel presence, so supervisors see who is off-schedule now, not tomorrow. The same data feeds adherence and shrink reporting.
How it works
Define shifts
Set up shift templates with the activities your operation uses, then apply them on a recurring basis.
Publish schedules
Assign shifts to agents and teams. Agents see the result immediately in the My Schedule utility bar.
Measure live
Omni-Channel presence is compared to the schedule in real time, so out-of-adherence shows up while it can still be corrected.
Report
Adherence and shrink data is stored in Salesforce, ready for standard reports and dashboards.
Capabilities
Everything listed here is available today. Workforce Management is sold as its own module and works alongside the rest of OpusEngage.
- Native schedule builder in Salesforce
- Configurable shift activities: breaks, lunch, training, meetings, and more
- Recurring shift templates
- My Schedule utility bar component for agents
- Live adherence computed against Omni-Channel presence
- Adherence and shrink reporting with agent statuses
- Role-based views via public groups and permission sets
Where it runs
Frequently asked questions
- Do we still need a separate WFM platform?
- Workforce Management is designed as a replacement for scheduling and adherence tooling in contact centers running Service Cloud Voice. Schedules are built and stored in Salesforce, and adherence is computed against Omni-Channel presence.
- Where does adherence data come from?
- From Salesforce Omni-Channel presence statuses, compared against the published schedule. Because it uses presence rather than a nightly export, adherence is live.
- What is shrink reporting?
- Shrink reporting is the same adherence data viewed from the planning side: how much scheduled time is lost to unplanned statuses, by team, by day, or by activity.
- Can agents see their own schedule?
- Yes. The My Schedule utility bar component sits in the Service Console and shows each agent their own shift and activities.
Other OpusEngage modules
See Workforce Management on your own Connect instance
We will walk through the module live and talk through how it fits your Service Cloud Voice setup.
Request a demo