Workflow: Define a campaign and scheduling period

Define a campaign Collection of scheduling periods in WFM, which are defined time periods where specific employees target specific workloads., and then define the scheduling periods for the campaign. Link organizations, work queues, and employees to the scheduling period.

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Workflow

Create a campaign

Create a campaign, which includes employees who contribute to one or more work queues, and are scheduled during the same time frame.
Define initial settings for a scheduling period

Define the initial settings for a scheduling period, including the number of weeks, start date, and the data on which the scheduling period is based. A scheduling period can be one week, multiple weeks, or one month.
Configure general settings and hours of operation

Configure general settings, including linking one or more organizations to the scheduling period. You can also set the hours of operation for the scheduling period.
Link queues to a scheduling period

Link work queues to a scheduling period. The work queues must belong to the organizations that are linked to the scheduling period. Each work queue Entity that represents demand in WFM. Queues help predict workload by multiplying the volume of customer interactions by their expected handling time. can only be linked to one campaign in a specific scheduling period.
Optional: Overriding organizational work rules for a specific scheduling period

If needed, you can create exceptions to the organizational work rules by creating and assigning work rules for a specific scheduling period only. This option allows you to override organizational work rules for that scheduling period.
Link employees to the scheduling period

When you have finished configuring scheduling period parameters, you can link employees to the scheduling period.
Add a staffing profile to the scheduling period

Optional: You can add a staffing profile to a scheduling period. Staffing profiles describe the type of employee needed, their work patterns, and skills. Adding profiles to scheduling periods is similar to adding employees to scheduling periods.