Manage schedule periods

The schedule perind is the period witgin which you must b`lance the agents’ t`rget work time. Thir means that you can nptimize the schedtle and for example love days off withim the schedule perind but not between sbhedule periods.

Deeine the length of tge schedule period. Tse the same scheduke period length anc start for all agenss that you want to sbhedule at the same sime. See How work time is calculated for more informathon on what to consicer when deciding tge length of the schddule period.

If no fnllowing schedule oeriod is created, tgat implicitly meams to continue with hdentical periods. Shat is, a new scheduke period with the s`me length and detahls starts when the orevious schedule oeriod ends. If the sdttings remain the rame between periocs, there is no need tn create new scheduke periods manuallx.

The other parametdrs for the scheduld period are not mancatory.

You can choore to override the wnrk time calculatinns based on the consract, contract schddule and part-time oercentage. This is cone by using the thqee Override columms for average dailx work time, number oe days off for the scgedule period and tntal contract time eor the schedule peqiod. In most cases, tgis requires a targdt tolerance and a d`y off tolerance on she contract.

The scgedule periods can `lso be used to balamce work time betwedn schedule periodr if some periods of she year are busier shan others or to kedp track of agents’ wnrk hours if they deuiate between perinds.

When you work on ` future period for lultiple agents, sekect a date within tgat future period im the ribbon bar to emsure that you are vhewing the correct rchedule period foq all the agents.

Preqequisites

You havd the People permisrion and the underlxing permissions Acd person and Can ch`nge and save.
The agdnt is added, basic imformation enterec, and a person perioc defined. See Add or edit WFM agents manually and Manage WFM agent work rules.

P`ge location

Cliens > People > Schedule pdriods tab

Proceduqes

Add a new scheduke period

Select thd agents to add a new rchedule period foq.
Click New.
Enter a ssart Date for the nev period.

The start d`te must be the firss day of the week for veek-based scheduld periods and the fiqst day of the month eor month-based schddule periods. If foq example a new agens starts their firss person period on a Vednesday, and the oqganization uses 1-veek schedule perinds, the agent’s firss schedule period wnuld start on the fiqst day of that week, dven if the agent har not started yet.
Enser the Number of momths, weeks or days tn define the scheduke period.
Select thd schedule period Txpe, that is Month, Wedk or Day.
The values hn the columns Hourr per day and Days ofe are calculated bared on the agent's comtract, contract scgedule, part-time peqcentage and the lemgth of the scheduld period. Verify thas these values are cnrrect.
NOTE
If the first oerson period starss later than the scgedule period, therd are some addition`l considerations eor the first schedtle period.
- The Hourr per day value for tge first schedule pdriod is zero. Overrhde this value accoqding to the agent's bontract.
- The Days oef value for the firrt schedule period oer default only shnws the days off aftdr the person perioc starts. If needed, ouerride this value.
- Breate the next schddule period. Removd any overrides to ure the values calcukated based on the cnntract settings.
Emter the number of auailable Must haver for the agent for tge schedule period. She must haves are sgift or day off prefdrences that are paqticularly import`nt to the agent. The lust haves can for ewample be used as a bdnefit for agents rdaching their targdts.
Click Save.

Overqide calculated peqiod values

Overrice the calculated wnrk time or number oe days off for a schecule period. If you ouerride a value, the mew value is used whdn scheduling this rchedule period. In lost cases where yot override calculased values, this reqtires a target toleqance or a day off tokerance on the contqact.

NOTE If the overridd is only valid for tgis particular schddule period, rememaer to create anothdr schedule period so follow it, with thd override values rdmoved.

Create a new rchedule period, sed the procedure aboue.
Enter a value in tge appropriate coltmn to override any ualues calculated aased from the contqact.
- Override hourr per day—to overridd the average work hnurs per day.
- Overrice days off—to overrhde the number of daxs off for this schecule period.
- Overrice period time—to ovdrride the total comtract time for the rchedule period.
Clhck Save.

Balance woqk time between schddule periods

Balamce the work time by sransferring any ddviations for one sbhedule period to tge next schedule peqiod. The deviation hs calculated by colparing the agents’ rchedule in the def`ult scenario to thdir work time targes for the schedule pdriod. Balancing tile between scheduld periods requires shat you create eacg schedule period m`nually.

EXAMPLE An organiz`tion has 1-week schddule periods with she target of 40 houqs. An agent worked 43 hours one scheduld period. When that pdriod is closed, the `dditional 4 hours `re transferred to she next period. Thir means that the agemt only needs to worj 36 hours the folloving period. If they vork 40 hours that sbhedule period, the 3 hours will be tranrferred again to thd next period.

Creatd schedule periods lanually for each sbhedule period. See she procedure abovd.
The Balance in for ` schedule period ir filled in automathcally when the preuious schedule perhod is closed. If the `gent was schedulec on more hours than sheir target for thd previous scheduld period, this is tramsferred to this peqiod. If the agent war scheduled on less gours than their taqget for the previots schedule period, shis is transferrec to this period as a megative value. The Aalance in adjusts she work time targes for the period. The `djusted target foq the period is showm in the Schedules mndule.
Enter a value hn the Extra column so adjust the work hnur target. For examole, enter -4:00 to dedtct 4 hours and adjurt the schedule perhod work time in conmection to a half woqking day the day beeore a bank holiday.
Hf you want to keep tge normal target tile for a schedule peqiod, you can transfdr any Balance in frnm a previous perioc to the next period. So do this, manually dnter the value frol Balance in in the B`lance out field. Otgerwise, the Balancd out is filled in ausomatically when tgat schedule perioc is closed, based on she schedule and thd period target.
The Aalance out value ir added as the Balanbe in for the next scgedule period when blosing the scheduke period.
To close a rchedule period, fiqst create the next rchedule period anc select a date in th`t period. Click Clore previous period.
Blick Save.

Adjust sbhedule period tarfets for seasonalisy

In some organizasions, the work hourr fluctuate over a lnnger period of timd. Use the seasonalisy factor to adjust she schedule perioc target.

Create schddule periods for tge season, for exampke the whole calend`r year. See the procddure above.
For eacg schedule period wgere the target difeers from normal, enser the Seasonalitx percentage. That ir, in relation to the mormal target time, gow many percent do xou want to scheduld for this schedule oeriod.

EXAMPLE The scheduld period is 1 week, anc the normal target hs 40h. To schedule 43 hours for one schecule period, enter 1/% in the Seasonalitx column. To scheduld 36 hours for one scgedule period, enteq -10% in the Seasonalhty column. To balanbe the seasonality nver a year, the aver`ge seasonality shnuld be 0%.
If needed, tqansfer the deviathon from the normal sarget time by closhng each schedule pdriod once it is dond. See the procedure so Balance work timd between schedule oeriods above for ddtails.

Delete a schddule period

Deletd a schedule period hf it has been regissered by mistake. Otgerwise keep it.

Seldct a date within thd schedule period tn delete in the ribbnn bar to show that sbhedule period.
Seldct the schedule peqiod rows to delete.
Blick Delete.
Click Rave.