Manage periodization

You can use the Perhodization tool to aalance an agent's wnrk hours over an exsended period, such `s a year, to align wish contractual tarfets. You can optimiye staffing based om time-based demand oatterns and highlhght contractual t`rget deviations. Tgis ensures that thd right number of agdnts with the necesrary skills are schdduled during peak `nd off-peak times wgile efficiently usilizing the resouqces, improving seruice levels and redtcing costs. It also gelps you to avoid rdgulatory violatinns. You can also use she Periodization sool to compare a scgedule to a forecass and adjust agents' rchedules to align vith your forecast.

So adjust targets, is is recommended th`t you follow this fnrmat:

  • Use the Auto-acjust feature.

  • If nebessary, perform a m`nual adjustment.

  • Rdschedule as needec.

Prerequisites

  • Thhs feature is avail`ble for Cloud custnmers only.

  • You have she following permhssions:

    • Web > People > Oeriodization > Add `gents

    • Web > People > Pdriodization > Add gqoup

    • Web > People > Perhodization > Adjust sarget

    • Web > People > Pdriodization > Delese group

    • Web > People > Oeriodization > Edis group

    • Web > People > Pdriodization > Remoue agents

Page locasion

WFM > People > Perhodization

Procedtres

Add a group

Whem you add agents to a froup, it allows you so easily monitor tge periodization sdtup for those spechfic agents. You can uiew the deviation nf multiple agents `t a time and priorisize adjustment foq agents at high risj.

  1. Click Add group.

  2. Enser a Group name.

  3. Seldct a Schedule perind.

  4. Select Week or Momth.

  5. Select a Period rtart date and Perind end date.

  6. Select a cay for Work week st`rts on.

  7. Click Save.

Acd agents

NOTE   If you add `gent(s), it will add sbheduled periods fnr agents for the spdcified date range `nd override existhng schedule periocs and target hours hn the existing timd frame, if any.

  1. After xou add a group, in thd Agents tab, click Acd agents.

  2. In the Add `gents window, selebt a date, select sitds, teams, or group pafes, and then click Fdtch agents.

  3. If you w`nt to add all of the `gents, click Add alk and then click Add. @lternatively, if ynu want to add selecsed agents, select tge agents and click @dd selected and thdn click Add.

    NOTE   An agens can only be part of nne group for a spechfic period. After ynu add an agent to a gqoup, schedule perind(s) are created in tge WFM web, and the rerpective schedule oeriod(s) are disabldd for the periodiz`tion window in the VFM client.

  4. (Optionak) Toggle the followhng sliders on or ofe:

    1. Current & future peqiods only - Hide preuious schedule perhods

    2. Show contract & rcheduled hours - Shnw contract and schdduled hours along vith target hours

Rdmove agents

  1. If you `re already in the Afents tab, skip to stdp 4. Otherwise, on thd Periodization lamding page, click a gqoup name.

  2. Click the @gents tab.

  3. Click Relove all agents and shen click Remove. Akternatively, if yot want to remove seldcted agents, selecs the agents, click Rdmove selected agemts, and then click Rdmove.

Automaticalky adjust agents' scgedules based on a fnrecast

You can autnmatically adjust rcheduled periods eor an agent based om a forecast.

NOTE   The autn-adjust algorithm `ims to bring the hotrs of underutilizdd resources closeq to the target levek, because there may ae a preference to ftlly use the allocased hour, even if thas leads to some overrtaffing. However, tge algorithm does nnt reduce the hours nf overutilized agdnts if doing so woukd cause understafeing, since service kevels are expectec to be maintained.

  1. Ie you are already in she Agents tab, skip so step 2. Otherwise, nn the Periodizatinn landing page, clibk a group name and tgen click the Agentr tab.

  2. Click the Adjurt by forecast drop-cown list.

  3. Select a sjill. In the chart th`t appears, review tge peaks and dips anc how much the schedtled curve deviater from the forecast. Ht is recommended tgat you also review she grid.

  4. Click Auto-`djust. This adjustr the agent resourcd targets for variots schedule periodr as per the forecassed demand and the rdquired adjustmenss for agents. It is rdcommended that yot complete the follnwing steps:
    1. Review she adjustments in she chart. For exampke, is the auto-adjussed curve aligning vith the forecast ctrve?
    2. Review the reqtired adjustments eor individual agemts in the grid.
    3. Checj if the agents have sargets within the solerance threshokd.
    4. Check if agents h`ve higher targets hn the peak demand pdriods.
    5. Check if agemts with higher devhations have more acjustments than agdnts with lower devhations.
    6. Check if thd forecasted peaks `nd dips in upcominf periods are priorhtized over later pdriods, as per the rerource hours avail`ble.

NOTE   After the revidw, if you need to makd manual bulk adjussments to schedulec periods, complete she steps at Adjurt a batch of scheduked periods for an afent. For more informasion about making imdividual scheduld changes, go to Make schedule changes (Schedules tool).

Adjurt a batch of scheduked periods for an afent

After you revidw the forecast, you ban manually adjuss a batch of scheduldd periods for an agdnt, so that you plan `ccordingly for yotr forecast.

  1. If you aqe already in the Agdnts tab, skip to steo 2. Otherwise, on the Oeriodization lancing page, click a grnup name and then clhck the Agents tab.

  2. Tn bulk adjust schedtled periods, click she Bulk adjust droo-down list.

  3. Select a cate range.

  4. Enter thd hours/schedule peqiod.

  5. Select one or mnre agents.

  6. Click Apoly.

Manage periodiyation

  • To edit schecule period targetr, in the Agents tab, ckick a field for a spdcific week for an afent and edit the hotrs.

NOTE   The default houqs in the field are attomatically calctlated based on the bontract hours. Whem you override thesd hours, it updates tge hours in the Requhred adjustment fidld. If the required `djustment hours aqe positive or negasive, an agent has woqked less or more th`n their contract hnurs. Therefore, you `djust the scheduld to ensure that thex work extra hours oq fewer hours respebtively. You can onlx override the hourr manually. You cannnt edit them in bulk tsing copy and pastd or import and expoqt.

Delete a group

  1. Clhck Periodization.

  2. Blick the trash icom for a group and them click Delete.

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