Navigate the schedule editor

To create a schedule with a forecast, follow these steps:

1. Click Admin.
2. Under Workforce Management, click Schedules.
3. From the Business Unit list, located in the upper right corner, select a business unit.
4. (Optional) To change the time zone in which you view data, in the upper right hand corner select the current time zone list.
   Note: By default, the view uses the business unit's time zone.
5. Click Generate . The Generate Schedule page opens.
6. Click the calendar button at the end of the Schedule Start Week box and select the start week.
7. Click the arrows at the end of the Number Of Weeks box to indicate the schedule length, from one to six weeks.
8. (Optional) add a description for the schedule.
9. Click the Scheduling Method list and select Create Schedule with Forecast.
10. Under Select Forecast, click the forecast on which to base the schedule.
    Notes:

    • For the forecast to be available to generate a schedule, the schedule period must fall within the forecast period. For example, a six week schedule must align with a six week forecast. A four week schedule must fall within a four, five, or six week forecast.
    • The forecast only appears if it is enabled for use in schedule generation.
11. Click Generate. 

1. Open the new schedule.
2. From the Select Action menu, click Add Agents. The Add Agents dialog box opens.
3. In the Agents column, do one of the following:
   
   • Scroll through the list and check the box next to each agent you want to add.
   • To add all available agents to the schedule, click All.
   • To remove all agents from the schedule, click None.
4. To view only the list of the agents you choose, click Show selected.
5. When you finish adding agents to the schedule, click OK. 

In the schedule editor, you can perform various tasks related to the selected schedule.

Expand All

View from a different time zone

By default, this view uses the business unit’s time zone. Users with administrator permissions can change the displayed time zone by selecting from the list in the upper right corner of the view. This option is helpful for administrators who access the view from a different time zone.

Click the Publish button on the right side of the toolbar.

1. Click Admin.
2. Under Workforce Management, click Schedules.
3. From the Business Unit list, located in the upper right corner, select a business unit.
4. (Optional) To change the time zone in which you view data, in the upper right hand corner select the current time zone list.
   Note: By default, the view uses the business unit's time zone.
5. Click Generate . The Generate Schedule page opens.
6. Click the calendar button at the end of the Schedule Start Week box and select the start week.
7. Click the arrows at the end of the Number Of Weeks box to indicate the schedule length, from one to six weeks.
8. (Optional) add a description for the schedule.
9. Click the Scheduling Method list and select Create Schedule Without Forecast.
10. Click the Shift Start list and select one of the following options. This applies to every agent within the schedule: 

    Option	Description
    Earliest Shift Start	This option enables you to select the shift start time according to the workplan. For example, if a workplan with shift start time between 8:00am and 10:00am every 30 min interval, the scheduler generates shifts with 8:00am being the most preferred. In the event where shift start time of 8:00am is unavailable due to a constraint violation, the next earliest start time 8:30am takes priority.
    Median Shift Start	This option enables you to select the shift start time as the midpoint between the earliest and the latest time during schedule generation. For example, if the earliest start time is 8:00am and latest start time is 10:00am, then 9:00am represents the midpoint and the same is preferred. In the event where two shift start times represent the median, the lesser of the two values are chosen.
    Staggered Shift Start (Default)	This option enables you to select the shift start time after a uniform sampling of shift start times. Here, all the shift start times have equal probability of being chosen.
    Latest Shift Start	This option enables you to select the latest shift time as the shift start time. If this time is unavailable due to a constraint violation, the preceding shift start time is chosen to generate schedule. For example, if the earliest time is 8:00am and latest time is 10:00am, then 10:00am is most preferred. If it is not available, then 9:30am is considered as the next option.

11. Click the Shift Length list and select one of the following:

    Option	Description
    Earliest Shift Length	This option gives preference to the shortest shift length as per the workplan. For example, if a workplan with shift lengths between 6-9 hours and every 1 hour interval, the shortest length of 6 hours is most preferred.
    Median Shift Length (Default)	This option gives preference to the length that represents the midpoint between the shortest and the longest shift duration. For example, if a workplan with shift lengths between 6-9 hours, the midpoint will fall between 7 and 8 hours. In such case, the preferred shift length will be 7 hours.
    Staggered Shift Length	This option gives preference after a uniform sampling of shift lengths similar to the shift start equivalent.
    Latest Shift Length	This option gives preference to the longest shift length for agent schedule generation. For example, if a workplan with shift lengths between 6-9 hours, the preferred shift length will be 9 hours. Only an administrator can select this option to observe maximum coverage in a hypothetical schedule.

12. Click Generate. 

1. Open the new schedule.
2. From the Select Action menu, click Add Agents. The Add Agents dialog box opens.
3. In the Agents column, do one of the following:
   
   • Scroll through the list and check the box next to each agent you want to add.
   • To add all available agents to the schedule, click All.
   • To remove all agents from the schedule, click None.
4. To view only the list of the agents you choose, click Show selected.
5. When you finish adding agents to the schedule, click OK. 

In the schedule editor, you can perform various tasks related to the selected schedule.

Expand All

View from a different time zone

By default, this view uses the business unit’s time zone. Users with administrator permissions can change the displayed time zone by selecting from the list in the upper right corner of the view. This option is helpful for administrators who access the view from a different time zone.

Click the Publish button on the right side of the toolbar.

1. Click Admin.
2. Under Workforce Management, click Schedules.
3. From the Business Unit list, located in the upper right corner, select a business unit.
4. (Optional) To change the time zone in which you view data, in the upper right hand corner select the current time zone list.
   Note: By default, the view uses the business unit's time zone.
5. Click Generate . The Generate Schedule page opens.
6. Click the calendar button at the end of the Schedule Start Week box and select the start week.
7. Click the arrows at the end of the Number Of Weeks box to indicate the schedule length, from one to six weeks.
8. (Optional) add a description for the schedule.
9. Click the Scheduling Method list and select Create Blank Schedule.
10. Click Generate.

1. Open the new schedule.
2. From the Select Action menu, click Add Agents. The Add Agents dialog box opens.
3. In the Agents column, do one of the following:
   
   • Scroll through the list and check the box next to each agent you want to add.
   • To add all available agents to the schedule, click All.
   • To remove all agents from the schedule, click None.
4. To view only the list of the agents you choose, click Show selected.
5. When you finish adding agents to the schedule, click OK. 

Some available options depend on the current schedule view. In the schedule editor, to view available options click the arrow at the end of the toolbar, or the Select Action menu.

Toolbar

Select Action menu

Click the Publish button on the right side of the toolbar.