Scheduling in Workforce Optimization for CSM
Plan shifts, create schedules against demand forecasts, and manage time-off and shift swap requests to ensure the right agents are available at the right time.
Overview
The Scheduling module enables managers to ensure they have coverage as they need it around the clock. Create and publish shifts so team members know their schedules and breaks. Manage on-call scheduling, time-off requests, and shift swaps from the Manager Workspace.
The Team Calendar provides a visual timeline of agent shifts across all teams, showing coverage levels, breaks, and on-call assignments.
Implementation
Define start/end times, breaks, time zones, and days of the week.
Define one or more work shifts to be applied over a given time period.
Assign agents to shifts. Filter by location, skills, and assignment groups.
Publish for the next scheduling period so team members can view shifts.
Review and approve time-off and shift swap requests.
The Scheduling Process
Shifts and Shift Plans
- Included days of the week
- Start and end times
- Time zones
- Break parameters
- Managers can mark shifts for agent signup before publishing
- Agents can sign up for shifts based on their preferences
- Shifts can be marked for auto-assignment
- Agents can set shift preferences to help managers define schedules
Demand Forecasting
View agent staffing forecast at 15, 30, and 60-minute intervals on the team calendar. Adjust and prioritize schedules, tasks, breaks, and meetings without impacting service objectives.
- Historical data for cases, interactions, or any table
- User-defined parameters for resource calculation
- Manual adjustments for accuracy improvements
- Model different demand scenarios for outlier events
15-min intervals
Granular forecasting
Schedule Adherence and Conformance
Measures if the agent is doing the right thing at the right time.
Measures if the agent worked the amount of time they were supposed to.
Default adherence threshold is above 70%, conformance is between 80-120%. Administrators can adjust these values. Schedule adherence also helps discover coaching opportunities when gaps are found.
Time-Off and Shift Swaps
- Agents send requests for time off
- Managers review and approve
- Calendar automatically updated
- Trade shifts with peers
- Manager approval required
- Mobile notifications for approvals
Work Scheduler
Work Scheduler is used to manage work items that require a human to decide the assignment due to sensitivity or complexity. Managers can assign and schedule work items using a calendar interface.
- Manage all team members' work items in one place
- Assign based on skills, shifts, and availability
- View events like PTO and training on the calendar
- Availability (hours available)
- Mandatory and optional skills
- Timezone overlap
The Work Scheduler combines unassigned cases with agent availability, enabling managers to efficiently allocate work based on team schedules and skill requirements.
Learning Resources
Roles
sn_shift_planning.admin
Shift Planning Admin: Create shift plans, assign agents, publish schedules, manage approvals
sn_shift_planning.agent
Shift Planning Agent: Request time off, trade shifts, set preferences
sn_agent_forecast.admin
Forecast Admin: Full CRUD access to forecast configuration
sn_wfo_work_sched.manager
Work Scheduler Manager: Manage team work assignments
Happy implementing. Comment below for questions, additional assets, or to share your Scheduling success stories.
