Plan requirement
| Subscription | Any plan |
| Also required | Workforce Management |
| Access | Admin |
A separate product reading your Support data. Knowing where each thing lives saves a lot of hunting.
How they connect
Workforce Management reads ticket and agent activity from Support, and adds its own layer: forecasts, schedules and time tracking.
It does not change how tickets are handled. Agents work in Support exactly as before.
Where things live
| Tickets and channels | Support |
| Agents, roles, groups | Admin Center |
| Teams and schedules | Workforce Management |
| Time tracking | Workforce Management |
| Ticket reporting | Explore |
| Adherence and occupancy | Workforce Management |
Teams are not groups
Support groups decide where tickets are routed. Workforce Management teams decide who is scheduled together. They often overlap and they are maintained separately.
Assuming a change in one carries to the other is the most common early mistake.
Two sets of numbers
Explore reports on tickets; Workforce Management reports on time. They will not reconcile, because they are counting different things.
Expect that rather than trying to make them agree.
Agent statuses connect the two
Unified statuses in Support can synchronise with Workforce Management, so availability is set once. Worth turning on early; it removes a whole category of inaccuracy.
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