Supervisor Guide

A guide to everything supervisors can do in ezyWFM.

Overview

As a supervisor, you manage a team of agents in your contact center. ezyWFM gives you the tools to:

• View and manage your team members
• Create and adjust schedules for your team
• Approve or deny time-off requests
• Monitor team PTO balances
• Review shift swap requests
• Track real-time adherence (Enterprise)
• View team performance analytics

Getting Started

When your admin creates your account, you'll receive a welcome email with a link to set your password. Once you sign in, the dashboard shows features relevant to your role.

First Steps

1. Sign in using the link from your welcome email
2. Check your team — go to Settings to see team members assigned to you
3. Review the schedule — go to Scheduling to see your team's shifts
4. Check pending requests — review any time-off or shift swap requests awaiting your approval

Team Management

Viewing Your Team

1. Go to Settings from the sidebar
2. The user list shows only employees on your assigned team(s)
3. View each team member's role, status, and contact details

What You Can See

| Information | Visible | |-------------|---------| | Team members' names and emails | Yes | | Team members' roles | Yes | | Team members' schedules | Yes | | Other teams' employees | No | | Organization settings | No | | Billing information | No |

Schedule Management

Viewing Team Schedules

1. Go to Scheduling from the sidebar
2. See shifts for all your team members
3. View by day, week, or month

Creating Shifts

1. Open a schedule in the Scheduling page
2. Click on a day/time slot
3. Select an employee from your team and a shift template
4. Confirm the assignment

Approving Shift Swaps

When team members request shift swaps:

1. Review the swap request details
2. Check that coverage is maintained
3. Approve or deny the swap
4. Both employees are notified of your decision

Time-Off Management

Reviewing Requests

1. Go to Time & Attendance from the sidebar
2. View pending time-off requests from your team
3. For each request, you can see:
   • Employee name and dates requested
   • Request type (vacation, sick, personal, other)
   • Hours requested and any notes

Approving or Denying Requests

1. Click on a pending request
2. Review the details and check schedule impact
3. Click Approve or Deny
4. Add notes explaining your decision (optional)
5. The employee receives an in-app notification with your decision

Viewing Team PTO Balances

You can view time-off balances for your team members:

| Balance Field | Description | |---------------|-------------| | Accrued | Total hours earned for the year | | Used | Hours already taken | | Pending | Hours in pending requests | | Carryover | Hours carried from previous year | | Available | Accrued + Carryover - Used - Pending |

Real-Time Adherence (Enterprise)

Monitoring Your Team

1. Go to Adherence from the sidebar
2. See your team members' current states (Available, On Call, Break, etc.)
3. Each agent shows their adherence status:
   • In Adherence (green) — actual state matches scheduled activity
   • Out of Adherence (red) — state doesn't match schedule
   • Partial (yellow) — within grace period

Handling Alerts

When agents are out of adherence, alerts appear on the dashboard:

| Alert Type | Trigger | |------------|---------| | Late Start | Agent not logged in at shift start | | Early Leave | Agent logged off before shift end | | Extended Break | Break exceeds allowed duration | | Unscheduled Break | Break during non-break period |

For each alert:

1. Click the alert for details
2. Acknowledge to mark as seen
3. Resolve when the issue is addressed
4. Add Note to document the reason

Analytics

Viewing Team Performance

1. Go to Analytics from the sidebar
2. View metrics for your team including:
   • Adherence percentage
   • Hours worked
   • Service level performance
   • Agent-level performance breakdown

Time Period Selection

Filter analytics by:

• Current week
• Last week
• Current month
• Custom date range

What Supervisors Cannot Do

These actions are reserved for admins:

• Create or delete user accounts
• Change organization settings
• Manage billing and subscriptions
• View or manage other teams' employees
• Create or manage skills
• Configure API keys
• Manage time-off balance accruals

Tips for Supervisors

1. Check pending requests daily — don't leave your team waiting
2. Monitor adherence regularly — address patterns early
3. Communicate schedule changes — give your team advance notice
4. Review analytics weekly — track team performance trends
5. Keep your availability updated — lead by example for your team

Need Help?

• Learn about scheduling
• Understand time & attendance
• Explore real-time adherence
• View analytics features