The Workforce Management (WFM) Feature Settings page provides a centralized location to configure the default settings used across Workforce Management modules, workflows, and system functions. You can define standard values and fallback options that serve as the baseline configuration for WFM processes. These settings help ensure consistency, reduce manual configuration effort, and provide default behaviour when module-specific values are not defined.

Navigate to Workforce Management Feature Settings

Follow these steps to navigate to the Workforce Management Feature Settings:

1. Go to All Settings in the Listen column on the Launchpad.

2. Select Feature Settings from the upper-left menu. Alternatively, enter "Feature Settings" in the search bar and select it from the results.

3. In the upper-left menu, select Service and then select Workforce Management.

This will open the Workforce Management Feature Settings page. The Setting Name column displays the available WFM configuration settings, while the Value column shows the current value assigned to each setting.

Modify Workforce Management Feature Settings

Modifying a Feature Setting allows you to align system behavior with your organization's operational requirements and business processes. For each setting, select the vertical ellipsis (⋮) to access the available actions:

• View: Opens the setting details page and displays the current configuration, value, and description in read-only mode.

• Edit: Opens the setting for modification. Update the setting value and save your changes to apply the new configuration.

• Reset to Default: Restores the setting to its system-defined default value. Use this option to revert configuration changes and return to the baseline configuration.

• Activity: Opens the activity history for the setting. Use this view to review changes, updates, and other actions performed on the setting over time.

Available Settings

The following settings are available on the Workforce Management Feature Settings page:

• Default Base Activity: Automatically assigned as the default activity when standard or custom shifts are generated. Activities scheduled in your enviroment will be available for selection.

• Default Daily FTE Hours: Defines the standard number of hours for one Full-Time Equivalent (FTE) used in workload calculations and daily aggregations.

• Default Forecast View Template: Specifies the default reporting template used when viewing Forecast Scenario data. Reporting Dashboards configured in your environment will be available for selection.

• Default Working Status: Defines the fallback availability status used when custom shifts or configuration values are unavailable.

• Default Non-Working Status: Defines the fallback status used during non-working periods. This setting directly affects Adherence calculations.

• Default Time Format: Determines the time format used throughout WFM modules, such as 12-hour or 24-hour display.

• Default Weekly Working Days: Specifies the standard number of working days per week used in workforce calculations.

• Enable Policy Violation Alerts: Enables notifications for Schedule Policy violations.

• Shift & Activity Snap Interval: Determines the time interval used to automatically align Shifts and Activities when you resize them on the schedule timeline in the Intraday View of a Schedule Scenario.

• Shift End Sign-Out Tolerance: Specifies the number of minutes after a scheduled shift ends during which the system checks an agent's final sign-out activity.

• Shift Start Sign-In Tolerance: Specifies the number of minutes before a scheduled shift starts during which the system checks an agent's first sign-in activity.