Setting up scheduling components

Before generating a schedule for your workforce, set up the scheduling components: work queues, activities, work rules Rules in WFM that determine how employees are scheduled, and reflect both the needs of the organization and the individual employees., andskills.

Prerequisites to setting up scheduling components

Verify the following before setting up scheduling components:

  • Your organization hierarchy fits the requirements of your company.

  • The following organization parameters are defined correctly:

    • Week Start Day: Defines the organization weekly start day. This setting is critical for WFM, as it directly impacts campaigns.

    • Day Boundary: Defines the time that is considered the end of a day (for example, midnight). This parameter is critical for defining schedules in WFM.

After you create the organization and associate employees and work rules with it, the Week Start Day, Day Boundary and time zone cannot be changed.

Work queues, activities, work rules and skills

Set up the following scheduling components before generating a schedule:

  1. Work queues

    Create work queues, which represent demand. They help us predict workload by multiplying the volume of customer interactions by their expected handling time. Workload is used in the scheduling process as a target for determining resourcing. Knowing how many people you need to meet workload requirements is key to generating efficient schedules.

  2. Activities

    Create activities, which are the core components of both schedules and time records. When an employee signs into the system and performs any kind of work, activities specify the scheduled work and capture employee adherence Measure used in Workforce Management (WFM) to determine how well an employee’s scheduled activities match their actual, real-time activities. to the schedule.

  3. Work rules

    Define work rules, which are the means of creating schedules. They reflect both the needs of your organizations and individual employees. The scheduling engine uses the information, such as work patterns and assignment rules (optionally), to create schedules that reflect this balance.

  4. Skills

    Create skills that parallel the skills needed to deal with the workload—then link employees to skills. Skills are required for skill Defined level of knowledge that an employee needs in order to handle a defined workload in WFM.-based scheduling. If you are not performing skill-based scheduling, you do not need to create skills.

Related topics 

Workflow: Set up normal work queues

Workflow: Set up activities

Workflow: Set up work rules

Workflow: Set up skills