How to create and publish a working schedule.
Note: you must create a working schedule for each week that you will publish a schedule.
Navigate to Schedule > Working schedules.
Under Set up a new one select Click here to create new working schedules.
Use the drop-down menu to select the level of the Enterprise Model the working schedule will apply to.
Working schedules can be created only at a site level or lower, never at the Enterprise Model level.
The name should refer to the date.
Use the description field to note special circumstances such as a class of new hires.
A checkbox at the bottom automatically includes a reference to the week’s published forecast, which saves you from having to complete an extra step later in the process.
Using the calendar, select the week for this working schedule. Click on any day in the week to automatically select the entire week. Your selection will display at the bottom of the screen.
If you make a mistake, click any day in the week to de-select it.
Click Next.
In Step 3 Review New Schedules, review the week selected on the previous screen.
Click on either of the dates to proceed to the working schedule worksheet.
Follow the steps to success in the color tiles on this page and in the left side navigation pane.
Basic properties: Edit the name or description.
Select schedule participants: There is no need to make a selection here. By default, the working schedule includes all agents who belong to the selected activity. This is typically used when creating What If scenarios.
Custom work habits & hours: This is where you would indicate if the business or part of the business is closed for a holiday (uncheck the day) or closing early one day (change the Open Thru time).
Review events & exceptions: Review and approve/deny time off requests prior to generating an optimized working schedule.
The report defaults to a list of all events for the week in one view and has a filter for each day of the week at the top.
If there are any events in a pending state, you can approve them here by clicking the Approve icon. You can also delete an event, return it to pending, or deny it on this screen.
To view each day, click on the tabs at the top of the report.
Select forecast data: This was completed with the checkbox allowing using the default forecast data when creating the working schedule.
Use this area to confirm that you have the correct working schedule forecast to use during the schedule optimization process. You can add a new one here if needed.
Generate optimized schedules: On this screen you will see four settings to verify. Green checks indicate that everything is ready to go.
If there is a caution symbol for Agent Assignment or Agent Schedule Template Assignment this means one or more agents have not been given an assignment or assigned a schedule template in their user profile.
This is not a barrier to completing the optimized schedule, but it means one or more agents will not have a schedule assigned during the optimization. If there is a red X, you cannot proceed until you correct the error.
You can return to the agent profiles and make the corrections or proceed.
Once you complete your review, click Generate schedule.
In this window are multiple drop-down menus to set up the schedule optimization process, such as ranking profile, how it should fit off-phone intervals into the schedule, etc. For more information about these settings, contact the WFM Support Team.
After entering the settings, click Go.
The system generates an optimized working schedule based on your selections. This can take some time, depending on the complexity of the environment and the agent schedule templates.
After the process is complete, a results screen shows the schedule fit and schedule efficiency percentages.
Review the data, then close the window.
Review the working schedule
To view the optimized schedule, click Manage agent schedules in the navigation pane.
In the report options, you can sort by start time, name, employee ID, etc. You can also sort and filter by activity and classifications.
Click Appy options to run the report.
Agents are sorted by the method selected on the report options page.
At the top of the report is a view of the coverage numbers for this level of the Enterprise Model. The values represent agents required, agents scheduled, the variance of these two values, and the expected service metric for each interval of the day.
Publish the working schedule
Navigate to the Working Schedules Extras section on the left.
Click Publish this schedule.
Select the level of the Enterprise Model for this schedule and add a comment. Click Next.
The green checks mean this schedule has not been published and is ready to go to the next step. If there are red circles, navigate to the published schedule > Published schedule audit report and unpublish the schedule.
Review the details then click Next.
Your schedule is now published, and you can click Finish to close the window.