Schedules module (WFM client)
Scheduling: Get Started (length 7:49)
Use the Schedules module in the WFM client for all resource planning. When known absences and meetings are manually scheduled, start with the automatic scheduling and then optimize the schedules to achieve the best result. The focus of the automatic scheduling is to create a schedule for all agents that fulfills all the agents' contracts and restrictions. The purpose of the optimization is to make adjustments to the schedule to better fulfill the forecasted need, while still fulfilling the agents' work rules. Optimization can also be used if a lot has changed since you first scheduled, and you need to adjust the agents' schedules to adjust to the new situation.
Several manual changes, for example adding activities and absences, can also be made in the Schedules module.
Functionality
Schedule tips and tricks
- Review agent details
- Sort schedules
- Filter agents
- Find an agent
- Add schedule notes
- Tag schedule days
- Lock schedule days
- Write-protect schedules
- Work with different time zones
- View scheduled time
- Select on what level to view schedules
- Schedule information symbol overview
- Keyboard shortcuts in WFM
- Review schedule history
- Customize the Quick access toolbar
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