Manage periodization

You can use the Periodization tool to balance an agent's work hours over an extended period, such as a year, to align with contractual targets. You can optimize staffing based on time-based demand patterns and highlight contractual target deviations. This ensures that the right number of agents with the necessary skills are scheduled during peak and off-peak times while efficiently utilizing the resources, improving service levels and reducing costs. It also helps you to avoid regulatory violations. You can also use the Periodization tool to compare a schedule to a forecast and adjust agents' schedules to align with your forecast.

To adjust targets, it is recommended that you follow this format:

  • Use the Auto-Adjust feature.

  • If necessary, perform a manual adjustment.

  • Reschedule as needed.

Prerequisites

  • This feature is available for Cloud customers only.

  • You have the following permissions:

    • Web > People > Periodization > Add agents

    • Web > People > Periodization > Add group

    • Web > People > Periodization > Adjust target

    • Web > People > Periodization > Delete group

    • Web > People > Periodization > Edit group

    • Web > People > Periodization > Remove agents

Page location

WFM > People > Periodization

Procedures

Add a group

When you add agents to a group, it allows you to easily monitor the periodization setup for those specific agents. You can view the deviation of multiple agents at a time and prioritize adjustment for agents at high risk.

  1. Click Add group.

  2. Enter a Group name.

  3. Select a Schedule period.

  4. Select Week or Month.

  5. Select a Period start date and Period end date.

  6. Select a day for Work week starts on.

  7. Click Save.

Add agents

NOTE   If you add agent(s), it will add scheduled periods for agents for the specified date range and override existing schedule periods and target hours in the existing time frame, if any.

  1. After you add a group, in the Agents tab, click Add agents.

  2. In the Add agents window, select a date, select sites, teams, or group pages, and then click Fetch agents.

  3. If you want to add all of the agents, click Add all and then click Add. Alternatively, if you want to add selected agents, select the agents and click Add selected and then click Add.

    NOTE   An agent can only be part of one group for a specific period. After you add an agent to a group, schedule period(s) are created in the WFM web, and the respective schedule period(s) are disabled for the periodization window in the WFM client.

  4. (Optional) Toggle the following sliders on or off:

    1. Current & future periods only - Hide previous schedule periods

    2. Show contract & scheduled hours - Show contract and scheduled hours along with target hours

Remove agents

  1. If you are already in the Agents tab, skip to step 4. Otherwise, on the Periodization landing page, click a group name.

  2. Click the Agents tab.

  3. Click Remove all agents and then click Remove. Alternatively, if you want to remove selected agents, select the agents, click Remove selected agents, and then click Remove.

Automatically adjust agents' schedules based on a forecast

You can automatically adjust scheduled periods for an agent based on a forecast.

  1. If you are already in the Agents tab, skip to step 2. Otherwise, on the Periodization landing page, click a group name and then click the Agents tab.

  2. Click the Adjust by forecast drop-down list.

  3. Select a skill. In the chart that appears, review the peaks and dips and how much the scheduled curve deviates from the forecast. It is recommended that you also review the grid.

  4. Click Auto-adjust. This adjusts the agent resource targets for various schedule periods as per the forecasted demand and the required adjustments for agents. It is recommended that you complete the following steps:
    1. Review the adjustments in the chart. For example, is the auto-adjusted curve aligning with the forecast curve?
    2. Review the required adjustments for individual agents in the grid.
    3. Check if the agents have targets within the tolerance threshold.
    4. Check if agents have higher targets in the peak demand periods.
    5. Check if agents with higher deviations have more adjustments than agents with lower deviations.
    6. Check if the forecasted peaks and dips in upcoming periods are prioritized over later periods, as per the resource hours available.

NOTE   After the review, if you need to make manual bulk adjustments to scheduled periods, complete the steps at Adjust a batch of scheduled periods for an agent. For more information about making individual schedule changes, go to Make schedule changes (Schedules tool).

Adjust a batch of scheduled periods for an agent

After you review the forecast, you can manually adjust a batch of scheduled periods for an agent, so that you plan accordingly for your forecast.

  1. If you are already in the Agents tab, skip to step 2. Otherwise, on the Periodization landing page, click a group name and then click the Agents tab.

  2. To bulk adjust scheduled periods, click the Bulk adjust drop-down list.

  3. Select a date range.

  4. Enter the hours/schedule period.

  5. Select one or more agents.

  6. Click Apply.

Manage periodization

  • To edit schedule period targets, in the Agents tab, click a field for a specific week for an agent and edit the hours.

NOTE   The default hours in the field are automatically calculated based on the contract hours. When you override these hours, it updates the hours in the Required adjustment field. If the required adjustment hours are positive or negative, an agent has worked less or more than their contract hours. Therefore, you adjust the schedule to ensure that they work extra hours or fewer hours respectively. You can only override the hours manually. You cannot edit them in bulk using copy and paste or import and export.

Delete a group

  1. Click Periodization.

  2. Click the trash icon for a group and then click Delete.

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