Workforce management for customer service with real-time agent monitoring
Statuses and breaks with a server-enforced timer, a live supervision board, adherence per agent, schedules with planned shifts and queues with Round robin, Load balanced or Manual policies. Contact-center standard, without touching the routing rules you already use.
- interval at which the server enforces break limits
- 1 min
- enrollment modes to choose who is monitored
- 3
- performance cards on every agent's page
- 7
What the GWhats Workforce Management module is
Workforce Management is the GWhats module for managing your service team. On top of native presence (Online, Busy and Offline), the administrator builds a catalog of statuses and breaks, such as a 10-minute Coffee, a 60-minute Lunch or an open-ended Meeting, each mapped to an availability. A real-time monitoring board shows who is available, busy, on break or offline right now, with a timer on breaks and cards for conversations, response time and CSAT.
Every status change goes to a timeline that produces adherence, time per status, a history with a verdict and login/logout sessions per agent. Weekly schedules generate planned shifts, queues group agents and inboxes with a distribution policy, and enrollment defines who is monitored. Around it, teams with auto-assignment, automatic resolution of inactive conversations, per-agent notifications, business hours, labels and custom attributes complete the operational foundation.
Workforce management features for customer service
Break control, supervision and measurement at contact-center standard.
Status and break catalog
Three sections: Availability, Timed breaks and Open breaks. Ready-made templates, color, icon, order and flags such as requires a reason, counts toward adherence and full-screen takeover.
Server-enforced timer
Break time comes from the start time recorded on the server. Reloading, duplicating or hiding the tab resets nothing, and the limit applies with the browser closed.
Overrun policy per break
Flag on the board, notify the agent, notify supervisors or return to Online automatically, with a grace period and a repeated reminder in seconds.
Real-time agent monitoring
Live counts of Online, Busy, On break and Offline, summary cards and a per-agent table updated the instant a status changes, with no page reload.
Performance and adherence per agent
Seven cards (conversations, response, resolution, adherence, CSAT, messages and sessions), a status timeline and a change history with an OK or Overran verdict.
Schedules and planned shifts
Weekly templates with name, time zone and active flag. Generation creates dated shifts in the background for the chosen range, the baseline for schedule adherence.
Service queues
Group agents and inboxes into queues such as Support L1 or WhatsApp Sales, with Round robin, Load balanced or Manual policies, on top of the native router.
Monitored agent enrollment
All with exceptions, Selected only or By team or inbox, with an expected daily workload per agent and an Apply by team card.
Teams, auto-resolve and notifications
Teams with auto-assignment and icon, inactive conversations resolved after 10 minutes to 999 days, notification preferences per agent, business hours, labels and attributes.
Who is available right now, on a single screen
The Monitoring tab gathers live counts, cards for Agents, Conversations, Performance and CSAT, and a per-agent table with status, teams, inboxes, conversations, average response time, CSAT and sessions. Status arrives in real time, without polling, and the team filter lives in the URL.
- A count-up timer shows how long each agent has been on break.
- Period filter: Today, This week, This month, This year or Custom.
- Team filter applied on the server and shareable through the URL.
Weekly schedules that become planned shifts
Create reusable weekly templates with a name, time zone and Active flag. Pick a start and end date and generation materializes planned shifts in the background, only for monitored agents. Those shifts are the baseline for schedule adherence.
- An inactive schedule is kept as a draft, with an Inactive badge.
- Shifts generated only for monitored agents, with a warning when someone leaves monitoring.
- Adherence target, time zone and week start defined on the General tab.
Adherence with a transparent formula, per agent
Each agent's page shows a live header, seven cards recalculated on the server, a timeline with time per status and a history of the last 100 changes with Status, Started, Duration, Expected and Result. Adherence is breaks completed within the limit divided by breaks evaluated.
- Only statuses marked as counting toward adherence enter the calculation; the target is set per account.
- Login and logout sessions rebuilt from the timeline itself, with no separate log.
- Agent CSAT: ratings 4 and 5 count as positive over the total of responses.
Queues with Round robin, Load balanced or Manual
A queue is a name, description, distribution policy, members and inboxes. Member and inbox chips apply instantly, the Active switch pauses the queue without deleting it, and everything works as an organization layer on top of the native router, without erasing inbox rules.
- Round robin cycles through members; Load balanced favors whoever has less load; Manual only groups and monitors.
- Only monitored agents can join queues; the server rejects additions outside monitoring.
- Without management permission, the tab opens in read-only mode.
How it works
- 1
Enable it and choose who is monitored
Turn the module on for the account, set the enrollment mode, the expected daily workload and, on General, the adherence target, time zone and week start.
- 2
Build the status catalog
Apply a template or create statuses in the three sections, with limits in minutes, an overrun policy and behavior flags.
- 3
The team changes status
Through the grouped selector in the profile menu. On break, routing stops sending conversations and the timer tracks the limit.
- 4
Supervise and measure
Watch the live board, open Details for adherence and sessions, organize queues and generate shifts from schedules.