Availability-based scheduling configuration scenario
The availability scheduling method uses fixed shifts, but unlike assigned shift scheduling, the employees that work a given shift are not permanently attached to that shift. Contact centers that use availability scheduling fill shifts using a pool of employees.
A contact center supervisor sets staff availability based on day of week and time of day. When staffing a shift, the supervisor can assign any employee who is listed as available for that date and time to the shift. Typically, you plan a schedule two to four weeks in advance when you use availability scheduling.
Contact centers ideal for availability scheduling
Availability scheduling is best suited to contact centers driven by shifts, such as hotels or companies that focus on catalog sales. These contact centers have a specific number of shifts that can be filled by any qualified employees who are available. This type of schedule is frequently used with contact centers that operate 24/7.
- Primarily use fixed shifts, but do not assign employees to specific shifts
- Assign employees all of the possible shifts they can work
- Set employee availability by day of week and time of day
- Use filters to assign the best employee available for a shift, based on skill set, seniority, or personal priority number