Key Concepts

Understanding the core concepts in ezyWFM will help you get the most out of the platform.

Organization

An organization represents your company or contact center in ezyWFM. Each organization has:

• A unique URL slug (e.g., acme-corp)
• Settings for timezone and service level targets
• Its own set of employees, schedules, and data

Users and Roles

User Types

| Role | Description | Access | |------|-------------|--------| | Admin | Full access to all features | Can manage users, settings, and all data | | Supervisor | Team management access | Can view analytics, manage schedules, approve requests | | Agent | Self-service access | Can view own schedule, clock in/out, request time off |

Employees vs Users

• A user is a login account with a role
• An employee is someone who can be scheduled and tracked
• Most users are also employees, but admins might not be scheduled

Scheduling Concepts

Shift Templates

Templates are reusable shift patterns that define:

• Start and end times
• Break duration and rules
• Days of the week the shift applies to
• Color coding for visual distinction

{
  "name": "Evening Shift",
  "startTime": "14:00",
  "endTime": "22:00",
  "daysOfWeek": [1, 2, 3, 4, 5],
  "breakDuration": 60
}

Schedules

A schedule is a collection of shifts for a specific date range:

• Draft: Being created, not visible to agents
• Published: Finalized and visible to all employees
• Locked: Cannot be modified (historical)

Shifts

A shift is a specific assignment of an employee to work a time period:

• Linked to a schedule and optionally a template
• Has a date, start time, and end time
• Can include break rules

Time & Attendance

Clock Entries

When employees clock in and out, the system creates time entries:

• Clock in time
• Clock out time
• Break periods
• Total hours worked

Time-Off Requests

Employees can request time off through the self-service portal:

• Vacation: Planned time off
• Sick: Unplanned illness
• Personal: Other personal time

Requests go through an approval workflow before affecting schedules.

Adherence Monitoring

Agent States

ezyWFM tracks what agents are doing in real-time:

| State | Description | |-------|-------------| | available | Ready to take calls | | on_call | Currently handling a contact | | after_call_work | Completing post-call tasks | | break | On scheduled break | | offline | Not logged in |

Adherence vs Conformance

• Adherence: Is the agent in the right state at the right time?
• Conformance: Did the agent work the scheduled hours?

Analytics & Metrics

Service Level

The percentage of contacts answered within a target time:

Common target: 80% of calls answered within 20 seconds (80/20).

Average Handle Time (AHT)

The average duration of a customer interaction:

Occupancy

The percentage of time agents spend handling contacts:

API Integration

ezyWFM provides APIs for:

1. Session-based auth: For web UI integrations
2. API key auth: For server-to-server integrations

External systems can push data to ezyWFM using the v1 API endpoints.

Next Steps

• Create your first schedule
• Learn about forecasting
• Explore the API