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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: Agent Status, Team Scorecard, and Agent Scorecard — plus Forecast, Capacity, and Scheduling and Program Dashboard for instances with FCS data.

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 legend, 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, Schedule Conformance, and Contacts Handled KPIs.

Clicking an agent's name on Agent Status or Team Scorecard 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: