Extend your Workforce Engagement implementation. Learn how to automate time sheet creation or use a bot to communicate agent schedules.
You can build upon the included examples to support your business processes. If your processes differ, modify your setup to meet your needs.
The example use cases indicate the ease of implementation and an estimated time to implement. They assume familiarity with basic Salesforce admin skills.
Before you get started, set up Workforce Engagement.
Automate Time Sheet Creation, Capture Omni Status Change, and Calculate Shrinkage
Set up basic time sheet automation. Log agents’ Omni-Channel status changes throughout the day and use that information to calculate the shrinkage percentage within a shift.
Shifty the Bot - Manage Your Workforce Through SMS Bot Interactions
When your agents aren’t at work, they don’t always have access to their schedule in Salesforce. With SMS bots you can update a schedule without needing to access Salesforce.
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