WFM: Prepare for Scheduling

Before you create a schedule, confirm that the background information on which the schedule is based is accurate and make updates as needed.

Step 1: Options

Click File > Options to confirm or update these settings.

¨ Organization hierarchy

¨ Expand the Contract menu and confirm that these are accurate:

¨ Contracts

¨ Contract schedules

¨ Part-time percentages

¨ Expand the Scheduling menu and confirm that these are accurate:

¨ Activities

¨ Absences

¨ Days off

¨ Shift categories

¨ Workflow control sets

¨ Scenarios

Step 2: Forecasts

Confirm or update these settings in the Forecasts module.

¨ Skills (click Prepare Skill and Properties for information about the skill)

¨ Workloads (click Prepare Workload and Properties for information about the workload)

¨ Workload day templates (click Prepare Workload > Workload day templates)

Step 3: Shifts

Confirm or update these settings in the Shifts module.

¨ Shift bags (click the Bags tab)

¨ Rule sets

Step 4: People

Confirm or update these settings in the People module.

¨ Add new agents

¨ Confirm that these settings are correct for all agents:

¨ Work week starts on

¨ Workflow control set

¨ Roles

¨ Person periods (click the Person Periods tab)

¨ Team

¨ Skills

¨ Contract

¨ Shift bag

¨ Schedule period (click the Schedule Periods tab)

¨ Shift category limitations

¨ Rotations (click the Rotations tab)

¨ Availability (click the Person Availability tab)