Workforce Overview

Fullstory Workforce closes the visibility gap between how work is designed and how work actually happens across the applications your employees use every day. As processes increasingly span multiple applications—and increasingly involve AI agents alongside human employees—understanding the real-world process, not just the intended one, is essential to improving operational performance.

Workforce gives leaders in Support Operations, Business Operations, and Digital Transformation a process-level view of employee activity so they can:

• Visualize and identify process inefficiencies
• Optimize internal tool workflows
• Improve time-to-resolution of internal support
• Move the process metrics that matter most, such as Average Handle Time (AHT), CSAT, and SLA compliance

Start here if you're new to managing your Workforce instance. This guide will serve as an overview of the Workforce product and a map for documentation.

Background information

Workforce is a product built on top of the Fullstory platform that utilizes a browser extension to capture interaction data on web sites specifically configured by your company's IT team.

• Workforce and the Fullstory Platform: Because Workforce is built on top of Fullstory, you'll want to understand how they work together and when to use each product.
• Data Capture in Workforce: Understand the differences between the Fullstory JavaScript snippet and the Workforce browser extension.
• Workforce Employee Guide: This guide provides a high level overview of how Workforce works from your employees' perspective. You can provide your own version in Workforce settings.

Workflow Intelligence

Available with the Workflow Intelligence add-on, Workflow Intelligence is the foundational value driver of Workforce: a process-oriented view of digital activity, tied together by a WorkflowID, that reveals how complex, multi-application processes actually happen—support tickets, procurement, SOC investigations, and more.

• Workflow Intelligence Overview: Understand what a workflow is, why it matters, and the Ask, Adhere, and Measure model that Workflow Intelligence is built around.
• Workflow Identifiers (WorkflowIDs): Learn how Workforce identifies and groups activity into a workflow.
• Analyzing Workflows (Instances and Flow): Frame a performance question and explore how well your team adheres to intended processes.
• Key Activities in Workflows: Measure Mean Time to Complete and see how process changes move it.

Setup & deployment

There are multiple steps to getting started with Workforce.

1. Workforce Setup and Deployment Guide: Step-by-step instructions for how to configure and deploy the Workforce browser extension to your organization.
2. Configure apps in Workforce: Even though the browser extension may be installed, Workforce doesn't start recording data until an app has been configured.
3. Privacy and Data Capture Rules: After apps have been configured, you'll want to fine tune privacy settings to ensure you have the right level of visibility for the apps you've configured.
4. Workforce User Management: Invite additional internal team members to your Workforce organization with the correct permissions levels.