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In a contact center, schedules refer to pre-defined work times and shifts that are assigned to the agents. Schedules include details such as start and end times for shifts, breaks, days off, and so on. They are designed to manage agent availability, balance workload, reduce wait times for customers, and optimize the efficiency of a contact center. 

The Schedules The Schedule window allows you to create, copymanage, and edit adjust the schedule details.

Info
  • Select the timeframe for viewing schedules using the options at the top of the screen.
  • To search for a specific Schedule, use .
  • To view information about only active schedules, select the Active Only checkbox.
  • To refresh the list, click Image Added.
  • Use the The Display Details toggle button to see details provides you a quick view of the schedules schedule details such as Status, Description, Start/End time, Start/End Date, and Manager for approvals.
  • To refresh the list, click Image Removed.
To add new schedules:expandConfiguring
Expand
titleAdding Schedules
  1. On the schedules window, click .On
  2. In the Properties tab, specify :
    1. Specify the Name and Description
    .
  3. Toggle the Active button to make the schedule active.
  4. Select the Manager for approvalsto approve tasks for the schedule using Image Removed.Select the Call Centerto associate the schedule with a specific call center using Image Removed
    1. .
  5. Select the Service from the drop-down menu to associate the schedule to a specific service.
  6. Select the Work Area for the schedule in the Area field. You can choose the area that you created under WFO > Workforce Management > Configuration > Areas.
    1. In the Color field, you can
    choose to
    1. assign a color to
    a schedule to distinguish between multiple schedules
    1. the schedule. You can use the color for faster identification of the schedule.
    2. Select the Start time of the schedule using Image Modified.
    3. Select the End time of the schedule using Image Modified.
    4. Select the Allow breaks checkbox to define the break time duration for the schedule.
      1. Select the Break duration from the drop-down menu.
    5. Define the days in the Schedule
     of the schedule
    1. section:
      1. Select the Start date and End date.

      2. Select specific days of the week.

    2. Toggle the Active button to make the schedule active.
    3. Select the Manager for approvalsto approve tasks for the schedule using Image Added.
    4. Select the Call Centerto associate the schedule with a specific call center using Image Added.
    5. Select the Service from the drop-down menu to associate the schedule to a specific service.
    6. Select the work area for the schedule in the Area field. Select an area that you created under WFO > Workforce Management > Configuration > Areas.
    7. Select the Agent Skills for the schedule you are creating. Select the skills from the Available column and move to the Selected column.

    8. Click Image Modified.

    1. Info
title

    1. The Scheduling Constraints

    1. tab is enabled after you save the details updated in the Properties tab.

  2. Use
You can use the fields in
  1. the Scheduling Constraints tab to define parameters such as the agent's minimum shift duration, maximum shift duration, minimum time between shifts
. To configure scheduling constraints:Click
  1. , and so on. In the Scheduling Constraints tab
.
  1. :

    1. Specify the values

in the following fields

    1. using the information given below:

      FieldDescription
      General
      Agent's minimum schedule duration (in minutes)Enter the minimum schedule duration for an agent. The value automatically gets converted to hours and is displayed. The minimum value for this field is 15 minutes.
      Agent's maximum schedule duration (in minutes)

      Enter the maximum schedule duration for an agent. The value automatically gets converted to hours and is displayed. The minimum value for this field is 15 minutes.

      Agent's minimum minutes between schedule Enter the minimum duration that you want to provide between schedules.
      Maximum number of hours per day for an agent

      Enter the maximum number of hours per day

that can

    1. to be assigned to an agent.

      Maximum hours per week for an agent

      		Enter the maximum number of hours per week that can be assigned to an agent.
      Number of minutes after a schedule starts that the first break can be scheduledEnter the number of minutes after a schedule starts that the first break can be scheduled. The minimum value for this field is 15 minutes.
      Number of minutes before a schedule ends that the last break can be scheduledEnter the number of minutes after a schedule ends that the last break can be scheduled. The minimum value for this field is 15 minutes.
      Meal break details
      Is a meal break required?Use the toggle button to select if a meal break is required.
      How many minutes does a person need to be scheduled for to be eligible for a break?Enter the duration for which an agent needs to be scheduled on the job to be eligible for a meal break.
 The
    1. The value automatically gets converted to hours and is displayed. 
      What is the duration of the
break
    1. meal?Duration of the meal break.
 The
    1. The value automatically gets converted to hours and is displayed. 
      Is the meal break paid?
Whether
    1. Use the toggle button to select whether the meal is paid for by the company.
      Break details
      Is a break required?
Select an option to provide details of the break
    1. Use the toggle button to select if a break is required.
      How many minutes does a person need to be scheduled for to be eligible for a break? Enter the duration for which an agent needs to be scheduled on the job to be eligible for a break.
 The
    1. The value automatically gets converted to hours and is displayed. 
      What is the duration of the break?Duration of the break.
 The
    1. The value automatically gets converted to hours and is displayed. 
      Is the break paid?
Whether
    1. Use the toggle button to select whether the break is paid for by the company.
      Other Setups:
      Number of minutes between meals and/or breaksEnter the gap between meals or breaks. 
      Maximum number of employees on break at one timeSelect how many agents can be on a break at one time.
      Average agent hourly costCost incurred for an agent per hour (in $)

    2. Click Image Modified to save the schedule.

      Info
      • Click Image Added to publish the schedule for further use.
      • Click Image Added to publish only the dates that are defined in the schedule.
      • Click Image Added to delete this schedule.
      • Click Image Added
Expand
titlePublishing a Schedule

To publish a schedule:

  1. Double-click the name of the schedule that you want to publish. The details of the schedule are displayed.  
  2. Click .

Alternatively,

  1. On the WFO tab, go to Workforce Management > Schedules. 
  2. Select the Schedule you want to publish and click .

...