Work with workforce management schedules
The following permissions:
- Workforce Management > Published Schedule > View
- Workforce Management > Schedule > Add, Delete, Generate, and View
Workforce management provides two methods of schedule creation:
- Generate a load-based schedule. Load-based schedules use the scheduling engine to determine the best way to meet the needs in the forecast. The process uses the constraints that come from work plans and the agents in those work plans.
- Create a blank schedule. Blank schedules rely on the administrator to add agents, create shifts, and configure schedule parameters.
When you open the current week’s schedule, the system defaults to the schedule’s current day view (the day you open the view), and not the schedule’s first day of the week. Create schedules from Admin > Workforce Management > Schedules. Before you choose a schedule to manage, select the appropriate management unit from the Management Unit list, located in the upper-right corner.
Time off requests, however, move with the agent to the new management unit. Time off requests are specific to agents, not management units, and should follow the agent with the move.
View from a different time-zone
By default, this view uses the management 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.
|Status||The current state of the last load-based schedule generation (Completed, Canceled, Failed), or an estimate of how much of the schedule generation is complete.|
|Start Date||The date the load-based schedule will begin.|
|Generation Start Time||The date and time the schedule was generated.|
|Completion Time||The date and time the schedule generation was completed.|
|Description||The description of the schedule, if the administrator added it.|
|Generation Started By||The name of the administrator that generated the schedule.|
|Generation Results||Click to open a list of warnings compiled from the schedule generation.|
The Schedules list displays a maximum of 26 weeks prior and 26 weeks forward from the earlier of the current week or the last week in which a schedule exists. Use the search feature to find schedules, including those outside of the +/- 26-week window.
|Navigate the schedule editor||Learn about the options and views available in the schedule editor.|
|Generate a load-based schedule||Generate a schedule from a short-term forecast and add agents to it.|
|Add a schedule||Generate a blank schedule for a specific week and add agents to it.|
|Edit a schedule||Perform various tasks related to the selected schedule.|
|Copy a schedule||Create an identical copy of an existing schedule, and optionally make more modifications.|
|Publish the schedule||Publish the schedule and optionally add informational details.|
|View the agent schedule||Learn how agents access and view their schedules in the Agent dashboard.|
|Delete a schedule||Permanently remove a schedule from the list. You cannot undo this action.|