Workforce

Workforce is the supervisor and operations console for everyone who handles customer conversations in UltraCart -- human agents on the phone and in chat, and AI Agents handling webchat, SMS, voice, and tickets. It brings live status, activity history, daily performance, and shared configuration into a single area of the CRM.

Overview

Workforce consolidates surfaces that used to live in separate places. Today it includes:

Dashboard -- real-time fleet view of every agent (human and AI), their current status, channel activity, and queue coverage.
Timeline -- a per-agent, per-day reconstruction of status changes, calls, and chats interleaved on a single time axis.
Daily Summary -- date-range rollups of time-in-status, call counts, chat counts, and other activity metrics across the team.
Settings -- shared configuration that applies across the workforce: agent status definitions, the account default timezone, AI budgets, and AI capabilities.
AI Agents -- the configuration tree for AI Agents (personality, instructions, knowledge base, MCP servers). The dedicated AI Agents documentation section covers this in depth -- see AI Agents.

AI Agents are managed inside Workforce in the app, but they have their own documentation section because of the depth of configuration involved. Use the AI Agents docs for personality, instructions, capabilities, knowledge base, and MCP server topics.

Who can access Workforce

Workforce appears in the left navigation for any user who has at least one of these permissions: Calls Admin, Calls Supervisor, SMS/Web Chat Administrator, or the AI Agents permission. The pages a user actually sees inside Workforce depend on which of those permissions they hold:

Permission	Pages available

Permission	Pages available
Calls Admin or Calls Supervisor	Dashboard, Timeline, Daily Summary, Settings → Status & Timezone
SMS/Web Chat Administrator	Dashboard, Timeline, Daily Summary, Settings → Status & Timezone
AI Agents	Workforce → AI Agents (and any agent's detail page), Settings → AI Budgets, Settings → AI Capabilities

A user with only the AI Agents permission lands on Workforce → AI Agents by default. They do not see the Dashboard, Timeline, Daily Summary, or Status & Timezone pages.

A user without any of these permissions does not see Workforce in the sidebar at all.

See Permissions and roles for the Calls permission tiers.

How Workforce fits with Calls and Conversations

Workforce is supervisory. It does not replace the agent-facing tools:

Calls -- where an agent runs the softphone, manages their own status, and works the queues. Supervisors use Calls for Queue monitoring and live call oversight.
Conversations -- where an agent handles webchat and SMS threads.
Workforce -- where supervisors look across the whole team, configure shared settings, and manage AI Agents.

Activity that happens in Calls and Conversations is what Workforce reports on. The same status changes, calls, and chats power the Dashboard, Timeline, and Daily Summary views.

Key terminology

Term	Definition

Term	Definition
Agent	Any UltraCart user who handles conversations -- human or AI. AI Agents are users with the AI flag enabled.
Status	The agent's current availability state (Available, On Call, Wrap Up, Unavailable, or a custom status you define). Status drives whether the agent receives new work.
Routing effect	Whether a status makes the agent eligible for new calls and chats (`available`), keeps existing work but blocks new work (`busy`), or removes the agent from routing entirely (`unavailable`).
Heatmap	The Dashboard visualization that shows agent availability, call volume, or chat volume across a time window.
Rollup	A daily aggregation of an agent's time-in-status and activity counts. Daily Summary is built from rollups.
Timeline	A merged event log for one agent on one day, showing status changes, calls, and chats interleaved.

In this section

Dashboard	The Workforce Dashboard is the live fleet view. It shows every agent -- human and AI -- in one place, with their current status, the channels they are working, and the queues they cover. Use it to spot coverage gaps, see who is on a call right now, and understand how AI Agents and human agents are sharing the load.
Timeline	Timeline reconstructs a single agent's day on a single time axis. It interleaves status changes, calls, and chats so you can see exactly what an agent was doing minute by minute. Use it to investigate specific incidents, audit time-in-status, or coach an agent through a difficult shift.
Daily Summary	Daily Summary reports time-in-status and activity counts across your team for any date range. It is the right tool for performance review, payroll-adjacent reporting, and spotting trends across days, weeks, or months.
Workforce Settings	Workforce Settings holds the shared configuration that applies across your entire team. This includes the agent statuses available to everyone, the account default timezone, and the AI Agent budget and capability controls that govern all AI Agents on the account.