Agent Home Give agents a home base to see their schedule for the current week.
Agent Engagement Empower agents to learn skills via an enablement site (myTrailhead) and then apply these skills in forecasting, schedule planning, and shift creation. Create custom trails and modules that reflect support and product knowledge that your agents need in order to provide better service. Associate learning with skills and automatically assign those skills to agents when they complete a module. You can later assign agents to shifts where their skills are needed.
Service Resource Preferences Allow agents to specify when they prefer to work. When your planner assigns shifts, the scheduling tools consider their preferences.
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