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  • 1.  Adding Leads to an agents schedule

    Posted 12-11-2025 13:21
    No replies, thread closed.

    I'm trying to add our leads to one of our teams agents schedule. I don't want them to count towards the number of needed agents to cover the forecasted calls. Can someone point me in the right direction please.

    Thanks


    #WFMConfiguration,BestPractices

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    Julie Kleedorfer
    Administrative Assistant
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  • 2.  RE: Adding Leads to an agents schedule
    Best Answer

    Posted 12-12-2025 06:24
    No replies, thread closed.
    Hi Julie

    Do you mean that you don't want them to be included in the scheduled vs required figures at the bottom of the schedule view? 
     
    If so, maybe try scheduling them as 'Off Queue' instead of 'On Queue', they won't be included in the scheduled vs required figures.
     
    I hope this helps,


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    Mohamed Nasr
    Emovis
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