About 

This guide is a review of the features in the agent portal, including features new in 5.x.

Jump ahead to:

Navigation Tips
Today How to configure the homepage modules
Plan Requesting time off
Schedule View your current schedule, submit availability and preferences
Properties View profile information, reset password
Report View data about your schedule and adherence
Help Access video tutorials
Event reminders and notifications

Introduction

CommunityWFM 5.x has employee empowerment at the forefront of its design. The agent portal is based around the concept of a user-friendly design and easy navigation, along with quick access to several communication channels so employees and supervisors can stay connected.

Navigation tips

Show / Hide options

On some pages there is a Show options button on the top right side of the page. Clicking the button launches a fly-out menu to make additional selections, such as selecting dates and parameters for a report. Click Appy options at the bottom to complete the action and close the panel.

Expand / Collapse Tiles

Next to your name is a green +/- button. Click this to expand or collapse the tiles on the page. Once selected, the settings will hold for all pages until you click the +/- button again.

 

Left side navigation pane open and close.

Click this icon to open or close the left side navigation pane.

Application Menu Overview

You’ll find six application menu items at the top of your home page: Today, Plan, Schedule, Properties, Report, and Help. Note: You may not see all menu items or may see additional menu items, depending on the selections made by your administrators.

Each menu item has multiple parts and modules that make creating, communicating, and planning around your schedule a simple process. Selecting a top-level menu item will open a new window with links to the sub-menu options.

Today takes you to your home page, which displays information relevant to your current day (while also providing the ability to view certain aspects of past or future days). This includes your personal information, shift schedules, memos, surveys, and other important links. This is the primary hub for the agent portal.

Use Plan to plan for the future, schedule your work around important events, and to review previously scheduled requests by date in a concise summary report. There is added flexibility, tracking of accrued time, and ways to request time off, including bidding for vacation time and reviewing existing time off rules before making your request (depending on the structure set up by your company).

Schedule allows you to view multiple aspects of your schedule, make requests, establish preferences, and check in for your shift.

Visit Properties to review your profile (including Employee ID and supervisor name), update your password, select a profile picture, update your notification preferences, and set up the mobile app (if enabled).

Report allows you to create, view, and print reports for your current schedule and view statistics on your schedule adherence.

Help is filled with useful videos that explain sections of the agent portal.

 

Today

Today is the primary hub of the agent portal. You can create personal preferences to control and arrange what you see on the Today page.

Personalizing Modules

The first step when using Today is choosing what content modules are important for daily use. In the top right corner of the portal hover over your name and click Personalize.

Personalize offers three areas to customize your options: Choose your layout, Choose your content, and Choose your theme.

Choose your layout allows you to select from three choices for the home screen layout.

Choose your content allows you to edit the contents of each column.
To add components to your home page, select Edit contents under the column that you wish to change.

In the edit contents page, available modules will have a green plus sign + (add) or a red X (remove) next to the title. Clicking the green plus sign will add the module to the specified column, while the red X will remove it.

The order in which you click the modules here is the order they will appear on your homepage (though you can adjust the placement in the Choose your content window).

Note: some modules must be in certain columns due to their size, and modules without an X or + are not available for this column.

After selecting your components, close the browser window and refresh the Choose your layout window.
Select the Choose your content tab. Use the up and down arrows to adjust the location of each component on your Home page, or click the red X to remove it.

Choose your theme allows for customization of the color scheme. Choose a preset theme to see how it affects the look of modules in the portal then click Save when you find the one you like.

Purple theme:

Today Module Summary

Narrow Column

Communications

Today’s Hot News

Today's Hot News is a scrolling message bar used for important daily information. This can range from a meeting reminder to important company news. Hover your cursor in the middle of the message to stop the scroll and read it.

Today’s Survey & Results

The Today's Survey & Results module is used to gauge input from employees about important topics defined by the survey's administrator.

All About Me

All About Me contains your picture and personal information including your name, email, hire date, assigned role, login time, and a link to run a report of your attendance history.

If using the mobile app, you can upload a selfie to use as your profile picture (after supervisor approval).

Today’s Links

Today's Links is a place to add useful links granting quick access to pages on the agent portal or useful external resources. You may or may not be able to edit the links, depending on the settings for your company.

Schedule Transactions

Schedule Transactions allows you to quickly view or request temporary shift swaps, add/subtract hours, or view the status of current transaction requests. All transactions require supervisor approval.

 

Schedule Bids

Schedule Bid Status allows you to view current schedule bids and their status. This may include important dates, time remaining, and a link to view more.

A schedule bid allows you to rank a predetermined schedule inventory by preference. You will be assigned a ranking based on predetermined variables (tenure with the company, performance, etc.) that determine your place within the schedule bid.

The Schedule Bid Status module on Today allows you to see all available schedule bids. The module contains several icons representing the status of the bid.

• Red (open lock) means it's available for preview and can be viewed but no selections can be made
• Red (closed lock) means the bid is closed and no longer available
• Green means the bid is currently open for participation

Click here to view inventory/assignment opens the schedule bid page, where you can see your ranking compared to other participants in the bid with 1 being the top priority. You will also see a listing of all schedules available for bid. You can alternate between list view and tile view.

The colors at the top of the tiles represent the probability of holding on to that specific schedule.

The schedule bid contains multiple options for you to rank your shift preferences for that specific schedule bid. The move up and move down arrows will move the selected schedule up or down to your preferred place in the bid.

In the tile view you can view more options and set other preferences.

Click the Show item details button.

• “Like” this schedule to make it your first choice.
• “Dislike” this schedule to make it your last choice.
• Use the slider bar to assign a distinct placement to this schedule within the bid preferences.
• The bookmark option will mark the schedule for later review.

 

Item Scoring shows how well the schedule matches up with your preference (preference score), and also your chance to get that schedule (activity compatibility and bid score).

Once you're satisfied with your choices, click Commit this bid to save your preferences. The lock icon will change from open to closed signifying your changes have been registered. If you wish to make a change you can click Rescind commitment and the icon will change back to unlocked. You can modify then resubmit the bid as long as the bid is still open for selection.

Once a bid is closed, no other selections can be made and your new schedule will be communicated to you based on your placement in the rankings and your selected preferences.

 

Wide Column

Memos

Memos is the main communication hub of the agent portal. It is where you can communicate with a supervisor or peer, and receive notifications of important schedule changes.

Click on the From hyperlink to open the message in a new window and reply, forward, or delete. Click on the preview icon to open the message in the preview pane.

You can create new folders to help organize your memos.

 

Custom User Groups

Custom User Groups includes groups created by your administrators to which you belong.

Agent Adherence Summary

View at a glance your adherence statistics for yesterday, weekly (this week’s schedule), and monthly (first of month through today).

Weekly Schedule

Weekly Schedule displays an easy-to-read layout of your schedule that can be adjusted by date.
Click the Event type legend to view the color-coordinated key or hover over any section of the schedule bar for a pop-up tooltip. Click Show options to adjust dates to see a timeframe outside of the current week.

Calendar View

Access Calendar view by hovering over the Today menu item at the top of the screen. The calendar view allows more options to view your schedule. Switch between daily and monthly view by clicking the link in the top right-hand corner.

Monthly

Daily

While the monthly view of the calendar provides an overview of schedules, the daily schedule shows your specific events. The daily view uses color coded blocks to differentiate event types on the schedule.

Plan

Requesting time off has more options than ever before! For complete information and specific instructions, refer to “Time Off – A Guide for Agents.”

 

Time Off Worksheet

This is where you can review your time off accruals, time off settings, the policy to which you are assigned, and whether you are on a restricted activity plan.

Links on the left will take you to your list of upcoming time off, current and Calendar Partitions (if participating), and links to request planned time off or request a recurring time off event.

 

Time Off Requests

Note: If you are part of a calendar partition, use the Time Off Worksheet to make requests.

Select Request planned time off for a one-time partial day event, a single full day, or multi-consecutive day events.

Select Request a recurring time off event for partial day events that occur on more than one day (consecutive or non-consecutive), or for full day events that occur on more than one non-consecutive day, including family leave, military leave, etc.

View Your Time Off Requests

To view your pending and current time off requests and their status simply go to the Time Off Worksheet and select Upcoming time off.

Calendar partitions / advanced vacation

There are several advantages to using the time off worksheet/calendar partitions including—

• Ability to view a calendar showing blackout and brownout dates and other rules.
• During a bid round, the ability to view other agent’s requests (with or without picture identification – depending on the settings).
• Receiving an immediate estimate of whether your request is likely to be approved.
• Waitlist option for some time off requests.

If you are part of a calendar partition you cannot request time outside of the calendar, and if the calendar is in an active bid round, you cannot make a separate request for time off within the calendar dates.

Any requests must be made through the bidding process. After all bidding is complete, the calendar may move to open selection with different rules (for example, some companies may have bidding for weeks of time, then move to open selection where people may request single days).

For complete information and specific instructions, refer to “Time Off – A Guide for Agents.”

Schedule

Schedule is where you can view your current schedule, let your supervisor know your schedule preferences, check in for your shift, and more.

Published Schedule

Published schedule shows your schedule for the current week and includes color indicators that highlight breaks, lunch, and other events. This section is the same as the schedule module on the Today page, with a legend for each event type located in the top right corner. Hover over the timeline to view a tool-tip description.

Click Show options in the upper right to change the date range of the schedule report, then Apply options to run the new report and close the menu.

Schedule Availability

Submitting your schedule availability is a request, subject to approval by administrators. Once approved, the system will honor the requested availability.

Schedule Availability displays all created schedule availability, the status of each request (approved, denied, or pending), and allows you to request a new availability accommodation. To create a new availability request, select Click here to create a new availability request.

Enter the effective date and a description. Select available times for each day from the drop-down menus. To copy time to other days: click the check boxes next to the days you want to have the same time, then click Copy on the row with your preferred times. Click Save at the bottom. This will submit your preferred availability to your supervisor.

Schedule Preferences

Preferences will be considered when the system is creating the schedule but may not always be honored. The "Schedule Preferences" section has two parts: Start time preferences and Schedule day preferences.

Start Time Preferences

Allows you to establish any preferences you have for the beginning of a shift. You can create multiple start time preferences in the event that a primary preference is unavailable, using the up and down arrows to rank them in preference order. In this section, each day of the week has a tab, and various preferences associated with that particular day. After making each day’s selection, click the Save (floppy disk) icon.

You can use the table to copy your preferences across multiple days. If you would like to keep the same preferences throughout the entire week, simply check the boxes for the days that will have the same preferences then click Replicate.

Schedule Day Preferences

Allows you to identify which days of the week hold the highest importance for you in terms of days off. You may also indicate whether you would like to prioritize start time or day off preferences.

Each day is assigned a point value, and the total for all days must add up to 100. The more points you assign to each day, the more priority that day's preference receives.

Finally, you can indicate whether you value a specific day off versus consecutive days off.

Schedule Template Assignments

Schedule Template Assignments allows you to search for and verify schedule parameters.

The Schedule Template Assignments tool contains various qualifiers you can use to narrow down schedules you have requested and see their status (Denied, Pending, or Approved).

After making your selections, click Refresh to view the schedule templates. Icons on the right indicate the review status.

The highlighted icon verifies the requested schedule status. The green icon is approved, the red denied, and the question mark indicates pending.

Schedule Transactions

View pending or accepted transactions or create new transactions such as trading schedules with another agent or offering to work additional hours.

 

Agent Schedules for Your Supervisor Group

View your teammates’ schedules within the same supervisor group.

Self Check-in

Self check-in is simply a place to check-in to work for the day and make a comment if necessary. You only need to use this feature if you don’t log into the phone system, the mobile app, or another device that measures your queue states (Login, On a Call, Available, etc.)

ASAP Calendar

The Agent ASAP (Automated Schedule Adjustment Plans) calendar allows you to see all plans for which you are eligible and the disposition of the plan. You will receive a memo and pop-up notification when you are added to an ASAP calendar event. Color codes indicate whether you have accepted (green), rejected (red), or not responded to a given offer (yellow).

Click on the plan name to view a detailed description of the available offer and respond to the ASAP.

The option to accept or decline will depend on the disposition of the offer at the time of selection.

Properties

Properties includes your profile information. Most of the data fields are locked and can only be modified by an authorized user/administrator. The primary purpose of this page is to allow you to review the information for accuracy and to update your password.

Password update

Expand the Agent Login Properties section by clicking the arrow.

Enter your new password, enter again to confirm, then click Update Password.

Passwords must be a minimum of 8, 10, 12, or 15 characters (as determined by your administrator). If a strong password is required, it must also contain at least one uppercase character, one lowercase character, one number, and one special character (!@#$%^&*).

Under the Properties menu are submenus where you can configure devices for your communications and select your profile picture.

Devices

Configure your communication channels here. There are several communication channels available, including email and SMS text message.

Review your current settings and click Add new phone or Add new email to configure additional channels.

The display of current devices provides the option to edit, delete, or deactivate that specific device.

Scan the top QR code with your mobile phone camera or QR code scanner to add Community to your contacts, then scan the bottom code with your mobile phone Community Everywhere app to configure the mobile application. Log in to the mobile application to configure push notifications.

Use the iCal Link to integrate your schedule and events with your Google or Outlook calendar.

Google calendar

1. Open Google calendar.
2. Go to settings > Add calendar >
From URL.
3. Paste the URL copied from CommunityWFM Devices page.
The calendar events will appear on the Google calendar as part of an Other calendar.

Outlook

1. Open Outlook calendar.
2. Select Add calendar.
3. Select Subscribe from web.
4. Paste the URL copied from CommunityWFM Devices page.
5. Enter a name.
6. Select a color and charm (optional).
7. Select the location for the calendar.
8. Click Import.

 

Alternate methods

1. Paste the copied iCal Link into a different web browser tab.
2. When prompted, select a location to save the .ics file and save it.

Outlook

1. Navigate to the location where the file was saved.
2. Double click and select Open with Outlook.
3. When prompted, select Import into your calendar.

Google Calendar

1. Next to Other calendars, click the + to Add other calendars and select Import.
2. Under Import, click Select file from your computer.
3. Select the iCal.ics file and click Open.
4. Click Import.

Profile pictures

Select a new profile picture to use as a default from your set of approved images.
Upload a selfie from the mobile app and after approval by your supervisor, it will be available here for you to use. Set your preferred image as the default or delete any pictures you no longer wish to use.

Snap a selfie

In the mobile application go to Help | About and click the Edit icon under your picture to snap a selfie.

Report

Use Report to view data about your schedule and your work. This data can range from an overview of hours to a breakdown of how well you are adhering to your schedule.

Published Schedule

Published Event Summary

Select the options then click Appy options. This report is a summary of all the events on your schedule.

You can review the data by date, week, month, year, or day of week (DOW). Use the Show options button to select different parameters for the report.

Schedule Summary (printer)

Select the week, whether to include off-site events, then click Generate report.

Once generated, the printer-friendly summary report contains a week's worth of scheduled hours, with no details other than the start and finish time. You can use the hamburger menu (three lines) in the top right to print the table or download as a .csv or .xlsx file.

Schedule Details (printer)

The schedule details report contains the schedule along with dates and times of scheduled events (breaks, lunch, etc.) in a printer-friendly table format. To print this report, right click and select print.

Schedule Adherence

Schedule adherence allows you to view how closely you adhere to your published schedule. There are three options: Schedule Adherence Summary – Agent, Daily schedule adherence and Device state detail report. In addition, you can view daily, weekly (7 day rolling), and monthly (first of month through today) summary on your homepage in the Agent Adherence Summary module.

Schedule Adherence Summary—Agent

This report allows you to customize the date range for reviewing historical adherence data.
After opening the report, click Show options, Select the date range, then click Apply options.

Use the tabs at the top of the report to further drill down into the adherence data. Hover over the graphs to pop-up specific data points.

 

Daily schedule adherence

Daily schedule adherence allows you to view your adherence score for the day within the specified dates. It provides a schedule graph that includes your schedule as the top line, a line underneath your schedule comparing how closely you’re following the published schedule, and a third line is a graphic representation of your device states for the day. You can hover over any section of any row to see a pop-up describing the state.

Device state detail

Device state detail report details all of your state transactions. Each transaction contains the name, description, date, start time, end time, and whether the even type is in queue (True) or out of queue (False). Reach this report using the menu, or from the Daily Schedule Adherence, click on the day/date on the left to open the detail state transactions report for that day.

Help

Help contains videos that explain different parts of the agent portal. There are three groups: Welcome to Your Community, Managing Your Schedule, and Managing Your Planned Time Off.

Select Click here for help videos in a group and the available videos will open at the bottom of the page. Click your selected video to play the content in a new browser window.

Agent event reminders and notifications

The Agent Event Reminder pop-up enables both notification messaging, as well as ASAP offers. The top portion of the window provides reminders for enabled events. Administrators enable reminders for breaks, lunches, meetings, or any other events.

Click Snooze to close the pop-up reminder. Administrators configure the snooze duration and pop-up frequency.

The bottom portion of the window shares useful information such as schedule change notifications, instant messages, and offers from ASAP.