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Getting Started with Workforce Management

How to Access Workforce Management

  1. Log in to CxPortal.
  2. Confirm the correct Amazon Connect instance is selected in the Instance selector at the top of the page.
  3. In the left sidebar, click Workforce Management.
  4. The module expands to show the module's pages, broadest view first: Program Dashboard, Forecast & Capacity, Time Off, Team Scorecard, Agent Status, and Agent Scorecard. Forecast, Capacity, and Scheduling and Program Dashboard appear for instances with FCS data, and Time Off appears only when your role carries the Time Off permission. A Settings entry also appears last if your role carries the Workforce Management admin permission.

Your First Task

Try it: find an agent and open their scorecard.

  1. In the left sidebar, click Workforce Management > Agent Status.
  2. Review the status donut and summary panels at the top of the page — the total agent count, the Status / Agents / Share status table, the Adherence · Today summary, and the By routing profile breakdown.
  3. In the search box, type an agent's name or ID to narrow the table.
  4. In the left sidebar, click Workforce Management > Agent Scorecard.
  5. In the Search agent box, type the agent's name and select them from the results. The scorecard opens, showing their Adherence and Schedule Conformance KPIs.

Clicking an agent's name on Agent Status, Team Scorecard, or Time Off opens that agent's Agent 360 profile.

What to Do Next

Now that you have opened your first scorecard, here is what to do next: