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  1. Home
  2. Solution home
  3. MaxWFM
  4. Using the Portal
  • Management
    • General
      • Campaign Manager
      • Campaign Manager - Campaign & List Settings
      • Campaign Manager - Grids
      • CTU - Campaigns
      • CTU - Teams
      • CTU - Users
      • Lists
      • Tag Manager
      • Callbacks
      • Queues
      • Live Queues
      • Bulk user upload
    • Outbound Skill-Based Routing
      • What is Outbound-Skill Based Routing?
      • Creating Skills and Skill Groups
      • Assigning Skills and assigning User Plans to Users
      • User Plans and Skill Groups
      • Assigning Skill Groups To Leads via Data Imports
      • Changing Skill Groups via List Data Manager
      • Assigning Skill Groups To Result Codes
      • Viewing Skills Eligibility Information via Campaign Manager
      • Skills Based Routing Checklist
      • Outbound Skill-Based Routing Considerations & FAQ
  • Business Intelligence (BI)
    • Dashboards & Wallboards
      • Dashboard Designer - Settings & Info
      • Dashboard & Wallboard Widgets 1 - Live Tiles
      • Dashboard & Wallboard Widgets 2 - Grids
      • Dashboard & Wallboard Widgets 3 - Charts
      • Dashboard & Wallboard Widgets 4 - Data Tables
      • Dashboard & Wallboard Widgets 5 - Inbound
      • Dashboard & Wallboard Widgets 6 - Target
      • Dashboard & Wallboard Widgets 7 - BI
      • Publishing Dashboards
      • Dashboard 'Publish To' Options
      • Wallboard manager
      • Tickers
      • System Activity
    • Dashboard features
      • Hours per working day
      • 'Time in Status' grid alerts
  • Data
    • Data Handling
      • Import Leads
      • Lead Management
      • Record Eligibility
      • Lead search and edit
      • Import DNC - Importing Phone Numbers onto the DNC List
      • Import DNC - Customising the settings for importing DNC
      • Import DNC - DNC Import Summary
      • DNC Removal
      • Import API Mapping
      • List Data Manager
      • Using List Data Manager To Organise Your Data
      • Resource Uploader
      • Table manager
    • Data History
      • Import Lead History
      • Import API History
      • Import DNC History
      • List Management History
      • Record History
      • Ticket History
    • Data Feature Guides
      • Data Import Expiry
      • Lead, search and edit - Delete Leads
  • Quality
    • Quality Assurance
      • Recordings Playback
      • QA Screen
      • Coaching
      • Evaluations
      • Coach Manager
    • Quality section feature guides
      • Agent instant messaging (for admin)
      • Monitoring chat & email interactions
  • Reporting
    • Reporting Suite
      • Report viewer
      • Report Scheduler
      • Custom Report Builder
  • Settings
    • General
      • Breaks
      • Result Codes
      • Call Time Plans
      • Customer Satisfaction
      • Calling Time Plans 2.0
    • Advanced
      • Settings
      • Permissions
      • Auditing
      • Plans
      • Targets
      • Permissions and their meanings
      • Permissions and their meanings - Page Level Admin Permissions
      • Permissions and their meanings - Scripting Permissions
      • Permissions and their meanings - Email Templating Permissions
      • Permissions and their meanings - CTU Permissions
      • Permissions and their meanings - Web API Permissions
      • Permissions and their meanings - Telephony Permissions
      • Permissions and their meanings - Agent Permissions
      • Permissions and their meanings - Dashboard Permissions
      • Permissions and their meanings - QA Permissions
      • Permissions and their meanings - Tag Group Permissions
      • Permissions and their meanings - Lead Management Permissions
      • Permissions and their meanings - Omni Channel Permissions
      • SIP Codes
    • Advanced Feature Guides
      • Agent capacity plans
      • Operator Alert Threshold
      • Password Policy
      • Agent removal actions
      • Custom SMTP Settings
      • Default roles in MaxContact
      • Revenue result code option
      • Inbound No Action Result Code
      • Post Call Actions
      • Dynamic Nailup
      • Secure Call Recordings (Encryption & Restricted Access)
  • Contact Hub
    • Contact Hub FAQs
      • Enabling the Contact Hub for Users
      • Quick guides - Getting Started
      • WebAgent EOL - Frequently Asked Questions
    • Getting started
      • Enabling Contact Hub for users
      • Logging into a campaign
      • Going ready on queues in an interaction campaign
    • The Basics
      • User options
      • Basic telephony options
      • Audio options
      • Logging out of a campaign
      • Softphone Testing Tool
    • Call Handling
      • Preview Dialling
      • Progressive and Predictive dialling
      • Inbound call handling
      • Manual Dial
      • Manual Dial a third party whilst on a call
      • Add or replace a number for an existing contact
      • Choosing an outcome/dispositioning calls
      • Dynamic Nailup in Contact Hub
      • Agent Assisted Card Payments
    • Interaction Handling
      • Receive and reply to Interactions in Contact Hub
      • SLA indicators on Interactions
      • The Interaction History Tab
      • How to Use Canned Responses in Contact Hub
      • Parking interactions
      • Calling a contact from an interaction
      • Change/Update a contacts details from an interaction
      • WhatsApp Interaction options
      • Branch and merge interactions
    • Voice Transfers
      • Completing an Address Book Transfer
      • Completing a Queue transfer
      • Completing a User transfer
      • Completing an IVR transfer
    • Interaction Transfers
      • Email transfers in Contact Hub
      • WebChat, SMS and WhatsApp Interaction Transfers
    • User Options & Features
      • Managing Callbacks
      • Notes, all in one place.
      • Breaks
      • Change your password
      • The contact details card
      • Draft interactions and draft notes
      • Incoming Call Notifications
  • Release Notes
    • Release Notes
      • Release Notes 6.11.0
      • Release Notes 6.10.0
      • Release Notes 6.9.4
      • Release Notes 6.9.3
      • Release Notes 6.9.2
      • Release Notes 6.9.1
      • Release Notes 6.9.0
      • Release Notes 6.8.0
      • Release Notes 6.7.1
      • Release Notes 6.7.0
      • Release Notes 6.6.1
      • Release Notes 6.6.0
      • Release Notes 6.5.0
      • Release Notes 6.4.0
      • Release Notes 6.3.1
      • Release Notes 6.3.0
      • Release Notes 6.2.0
      • Release Notes 6.1.0
      • Release Notes 6.0.1
      • Release notes 6.0.0
      • Release 5.1.16
      • Release 5.1.15
      • Release 5.1.14
      • Release Notes 5.1.13
      • Release Notes 5.1.12
      • Release Notes 5.1.11
      • Release Notes 5.1.10
      • Release Notes 5.1.9
      • Release Notes 5.1.8
      • Release Notes 5.1.7
  • FAQ's and Troubleshooting
    • Dialler management & general FAQs
      • Max Support contact details
      • MaxContact: Un-droppable progressive dialling
      • Fetching Lead Records
      • Outbound voicemails
      • Samsung 'Smart Call' problems
      • A 'Burn' explained
      • Progressive Dialling - 'Un-Droppable'
      • Importing Data for International Dialling
      • MaxContact OData Guide
      • Allowing MaxContact to send on behalf of your domain
      • Rebrand menu update
      • Explore page
      • How to install MaxContact’s webchat code to your website using Google Tag Manager
      • MaxContact UCaaS and Microsoft Teams
      • Enable/Disable Call Recording
      • Number Porting
      • MaxContact Replication DB Best Practice
      • Adding/Removing Numbers
      • Deleting a Call Recording
    • Customer Onboarding
      • MaxContact Portal Whitelisting Requirements
      • New Customer Checklist
      • MaxContact Minimum PC Specifications
      • Number Porting
    • API Documents
      • Lead Management API
      • Telephony Data Services API
      • Maxcontact Lead Web API
      • Force Focus Chrome Extension
      • MaxContact Chat Application Integration
    • Accounting
      • Enlighten Internet Billing
    • File & Document sharing
      • Max CSV Folder Manager
      • Sending/receiving files via Freshdesk tickets
    • Single Agent Errors Troubleshooting
      • My script isn't loading/showing correctly
    • Startup guides
      • Getting Started with MaxContact
    • Security and Compliance
      • Single Sign On - Azure Application Setup
      • Single Sign On setup for ADFS
      • Setting up Single Sign On with Azure active directory
      • Multifactor Authentication
      • Single Sign On (SAML) CTU & Permissions Details
    • FAQ's & Troubleshooting
      • Outbound Dialling
      • System Recalls Overview
  • MaxWFM
    • Video guides
      • 9 - Import historical information
      • 10 - Import vacation allocation
      • 11 - Create shifts and assign to agents
      • 12 - Add skill sets to agents
      • 13 - Create forecast
      • 14 - Create schedule
      • 15 - Edit schedule
      • 16 - Publish schedule
      • 1 - Create a Campaign
      • 2 - Create a Site
      • 3 - Create custom activities
      • 4 - Create skills and skill sets
      • 5 - Create queues
      • 6 - Create users manually (Supervisor)
      • 7 - Create teams
      • 8 - Importing agents
      • WFM - Agent Portal - Holidays and Break Requests
    • Using the Portal
      • How To Access The WFM Admin Portal
      • WFM - Agent Portal - View and Manage Shifts
      • WFM - Agent Portal - Schedule OverView
      • WFM Adherence
      • WFM - Forecasting
      • WFM - Scheduling
      • WFM - Adherence Settings
      • WFM - Forecast - Tags
      • WFM People - Agents
      • WFM People - Holidays
      • WFM Settings - Teams
      • WFM Schedule - Adding Overtime
      • WFM People - Shift Assignment
      • WFM People - Shift Swaps
      • WFM Settings - Queues & Skills
      • WFM Settings - Site Settings
      • WFM Settings - Campaign Allocation
      • WFM Settings - Campaign Settings
      • WFM - Permission Access Guide
      • WFM - Forecasting - Importing Source Data
      • WFM Schedule - Activity Calendar
      • WFM - Adherence Settings
      • WFM Adherence - Adherence Now!
      • WFM Schedule - Adding Overtime
      • WFM - Reporting
      • WFM - Admin - Dashboards
  • Video Guides
    • Admin
      • UI menus
      • Post Call Actions on Result Codes
      • Emergency Route Creation
      • Basic IVR and Skills
      • Tagging
      • Basic Scripting
      • Advanced Scripting
    • BI
      • Dashboard Designer & Wallboard
    • Data
      • Custom Data Fetching (Video)
      • Import Leads and Import History
    • Reporting
      • Custom Report Builder & Schedule
  • Service Status
    • Service Status
      • Service Status
  • PBX Administrator Guides
    • User Management
      • Adding a new user
      • Removing a user
      • Profiles for Admins
      • CC Pro
      • Grey listed call destinations
      • Account and login
      • Subadmin / Visibility
      • Onboarding mail
      • Activate pause profiles in the softphone
      • Additional Services
      • Co-listening
      • Call widgets
      • My overview
      • Recorded calls
    • Administrator
      • Mass edit contacts
      • Statistics
    • PBX Services
      • Call strategy for queue
      • On-hook waiting
      • How to setup your PBX services
      • How to change PBX opening hours
      • Recorded messages for PBX service
      • Flow/Televox compatible desk phones
      • Televox CC Pro features
  • PBX User Guides
    • Get started on the PBX
      • Download the Flow app and Access Flow Admin
      • Quick start up guide to MaxContact UCaaS
    • Contacts
      • Transfer calls
      • Contacts
    • Messages
      • Chat with colleagues
    • PBX
      • PBX Services
      • Video Conference
    • Settings
      • Voicemail settings
      • Choosing your caller ID
      • Notification settings
      • Managing your incoming calls
      • Profiles
      • Work hours
      • Make calls with Tel/CallTo links
      • Hunt Group & Channel Login
      • Connected services
      • Setting up call recording
      • External search on calls
  • Spokn AI - Speech Analytics
    • User Guides
      • Enabling access to Spokn AI through the MaxContact portal
      • How to create and save views
      • How to create folders
      • How to update and rename views in Spokn AI
    • Page Overviews
      • Speech Analytics Dashboard
      • Playback
      • Conversation breakdown view
      • Spokn AI Filters
      • Objections
      • Sentiment
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WFM People - Agents

Training Team
Modified on: Mon, 29 Jul, 2024 at 9:36 AM

T
Training is the author of this solution article.

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