Generating schedules in WFM

The goal of the WFM application is to create an optimal schedule for your organization. You can automatically generate a schedule based on specific work rules Rules in WFM that determine how employees are scheduled, and reflect both the needs of the organization and the individual employees. you define in the Work Administration module. The Generate schedule option is the recommended and optimal way to generate a schedule.

There are alternate ways to generate a schedule as well, including manually creating it using the Calendar, importing it from an external source, and generating the schedule for multiple scheduling periods as a batch operation.

Automatically generate the schedule

If you create a schedule on a recurring basis, set up the WFM work rules using the Work Administration module. Then, generate the schedule from the Forecasting and Scheduling module.

Base your schedules on work queues, work rules, and skills that fit your organization and employees. These components do not typically change that often. Use them to generate schedules for different scheduling periods. They serve as templates from which you can make more updates from the calendar.

Once you set up the components, you can generate the schedule from the Forecasting and Scheduling module using the Generate schedule option. After the schedule is generated, you can manually update it with more shift Work period in WFM that has a definite length. assignments, shift events, calendar events, time-off events, unavailability events, and classes.

Other ways to create the schedule

You can also create the schedule in the following alternate ways:

Manually create or edit the schedule: After selecting the calendar data on the left pane (Campaign, Dates, Employees and Queues), you can manually add shifts, shift events, calendar, time-off and unavailability events, and classes on the calendar. Manually creating the entire schedule is a time-consuming process. Therefore, it is highly recommended to use the automatic Generate schedule option and make any needed manual updates.

To schedule calendar events, time off events, unavailability events, and classes, you must manually add them to the calendar. The manual method is also useful when you need to create non-standard shift assignments, or any schedule components that are not based on predefined work rules.
Import the schedule from an external source: Outsourcers can create schedules externally, and you can import them back into the system. Schedule data can be shared with outsourcers to allow them to create the schedules. This capability is important for contact The entire communication experience for a customer, from beginning to end. centers that share calls across their own sites and outsourced centers.

Using WFM, outsourcers export employee schedules as XML files using the adapter, Generic - Outsourcer Staffing Profile Export. Based on this data, outsourcers create schedules for the staff. Outsourcer schedules can then be imported back into WFM, using the adapter, Generic - Outsourcer Staffing Profile Import. You can manually import the schedules from the Forecasting and Scheduling module.
Generate the schedule for multiple scheduling periods: You can set up and run campaign Collection of scheduling periods in WFM, which are defined time periods where specific employees target specific workloads. scheduling periods as a batch (multiple scheduling periods at the same time). This option is helpful for Regional Managers. If they set up multiple scheduling periods in multiple campaigns, they can generate the schedule for all of them at the same time.