Workforce Scheduling and your contact center

Using Workforce Scheduling, you can schedule your employees to best suit your contact center needs. You can
  • Customize schedules for your contact center groups
  • Forecast scheduling requirements
  • Match employee skills to the skills required for each schedule
  • View the distribution of employees across schedules
  • Print schedule reports

For information on scheduling considerations, and how to calculate the Shrinkage Factor and optimize scheduling, see "Step #5 Schedule agents".

Using Workforce Scheduling, you can create schedules for your contact center using a variety of options. Depending on your contact center, some options may be more suitable than others. To help your company use Workforce Scheduling most effectively, we have created configuration scenarios that describe how to implement Workforce Scheduling, based on the type of scheduling used in your contact center.

Each Workforce Scheduling configuration scenario provides a description of the scheduling method and an example of contact centers that typically use that method. Each scenario also provides some tips on how to configure Workforce Scheduling for each style of scheduling. The scenarios include the following scheduling configurations:
  • Assigned shift
  • Availability
  • Rotational
  • Forecast
Parent topic: Workforce Scheduling
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