Understanding the Workforce Scheduling process

Employees, agent IDs, agent groups, queues, queue groups, overtime types, time off types, holidays, and skills are configured by the System Administrator in YourSite Explorer. After these devices are configured, you must decide if you will use forecasted data to build your schedules. When you build a schedule in Workforce Scheduling using forecasted data, we recommend you associate the schedule with the queue group you will use to perform the forecast. You must ensure that the employees you want to schedule are associated with the queue group you associate to the schedule. You can optionally associate a schedule to a queue group with different employees, which can be useful for scheduling a new group of employees based on the forecasted data of other employees.

As soon as you start Workforce Scheduling, you can begin creating your schedules. After you log in, you are asked to create or select a schedule. You create a schedule by assigning it a name. If you are using a forecast to build the schedule, you associate the schedule with a queue group.

After you create the schedule, you configure schedule parameters, such as shifts, breaks, jobs, and scheduling preferences/options for each employee.

You can automate the schedule building process with the Schedule Builder tool. It helps you quickly build a schedule, with or without a forecast. If you build schedules using forecasted data, we recommend you use Schedule Builder. Alternately, you can build a schedule manually. This involves inserting or removing events (shifts, breaks, jobs, time off, unavailable periods) and making events recur. You can manually build a schedule based on forecast totals in the Totals pane. After you build a schedule using Schedule Builder, you may need to make a few adjustments.