Configuring schedule options

Note:

If you associate a schedule with a queue group, only those employees included in the selected queue group can be configured in the schedule. (Agents are members of agent groups, which are associated with queues that are members of queue groups.)
If you do not associate a schedule with a queue group, you can schedule any employee whose profile enables you to schedule them in Workforce Scheduling.

Before you can build a schedule, either manually or using Schedule Builder, you must create a new schedule.

On the New Schedule window, you must:

Name the schedule
Associate the schedule with a queue or queue group (optional)
Add employees to the schedule
Configure business hours for the schedule
Activate/Deactivate the schedule

You can create new schedules and configure all Workforce Scheduling options using the Schedule wizard. Optionally, use the Schedule tool to add, delete, rename, and activate/deactivate schedules. Within the Schedule configuration window, you can click Apply at any time to apply changes to the schedule without closing the Schedule configuration window.

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