Schedule creation

You can create and customize schedules in Workforce Scheduling using specific parameters that suit the needs of your contact center. You can build schedules manually or with the Schedule Builder tool. Schedule Builder automates the schedule building process. It uses pre-defined employee and schedule options to create schedules. See "Schedule setup and customization".

Schedule Builder helps you build a schedule with or without forecast data. If you are building a schedule with forecast data, you must export the forecast data into your schedule before running the Schedule Builder if you want to build a schedule with forecast data. See "Forecasting data for schedules".

You can also use manual scheduling to modify schedules you build with Schedule Builder. See "Creating and adjusting schedules manually".