Generate and refine a schedule using queue hopping

Generate a schedule. To further suit your queue Entity that represents demand in WFM. Queues help predict workload by multiplying the volume of customer interactions by their expected handling time. hopping requirements, you can manually edit the attributes of shift Work period in WFM that has a definite length. events, or create new break-related or work-related shift events.

For example, you can assign a work queue hopping Optional licensed feature in WFM that allows employees to be scheduled to work on different work queues at different times, rather than several work queues at the same time. shift event Time period in WFM when employees are scheduled for specific activities, other than the main shift activity. Shift events can either be productive or unproductive, and can be associated with activities such as Phone, Email, Break and Lunch. of two hours to an employee. Then, create a break within that work queue hopping activity Core component of both schedules and time records in Workforce Management (WFM). When an employee performs any kind of work, activities specify the scheduled work and capture employee adherence to their schedule..

Before you begin 

Create a forecast and define service goals for queue hopping

Procedure 

1. Go to Forecasting and Scheduling. Under Calendar, select Calendar.

2. From the left pane filters, select the campaign Collection of scheduling periods in WFM, which are defined time periods where specific employees target specific workloads. and scheduling period you created to support queue hopping scheduling components.

3. From Home, select Generate Schedule.

4. Set all parameters, and select Generate.

   The system generates the schedule with the queue hopping scheduling components.

5. To edit the attributes of shift events manually:

   1. Double-click the shift event you want to edit.

   2. On the Shift Event screen, update the relevant fields and select Save.

   Alternatively, you can edit the shift details from the details pane. From the calendar, select the shift event. From the details pane, edit the main shift event details and select Save. To access the Shift Event screen, select the Additional Details icon.

6. To create a shift event manually:

   1. Select the shift for which you want to create a shift event.

   2. From the details pane, select Add, and select Shift event.

   3. On the Shift Event screen, complete the fields and select Save.

Related topics 

Generate the schedule automatically

Create a shift event

Edit a shift event