View a history of employee workloads
View a history of the work entered, and completed for selected employees.
Procedure
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Go to Tracking. Under Tasks, select History.
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To change the organization you are viewing, use the View menu in the left panel.
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Optional: To select an employee's schedule to view, do one of the following:
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Use the Find menu to scroll up or down to the relevant employees.
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Type the name of the employee in the Search field.
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Select the employee's name from the Name list.
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To select all employees, use the Select All button.
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To select more than one employee, use the Ctrl or Shift key.
Then, select View.
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Optional: Do one or more of the following:
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To view employee history by event type, use the Type menu.
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To view a work queue Entity that represents demand in WFM. Queues help predict workload by multiplying the volume of customer interactions by their expected handling time., use the Work Queue menu.
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To edit the value of the event type, over type the value, and then select Save.
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To edit the time of the event type, use the Time menu, and then select Save.
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Optional: To view a history for a different date, use the Period menu.