Create a schedule plan

Manage your team's schedule by creating a schedule plan that covers a span of time and includes your team's work shifts. You can also assign agents to shifts based on their skills and availability. This way, you can make sure that you are using your resources in the best way possible for your organization.

Before you begin

Role required: sn_shift_planning.admin

About this task

You can set the number of days to cache agent schedules using the sn_shift_planning.number_of_days_to_cache system property. The Total coverage/demand row displays the number of agents covering each shift in a day. The day view displays the demand for the number of agents forecast for every hour in a day. For example, 4/5 shows that you have four agents scheduled for an hourly time slot, 11 AM to 12 PM and the agent demand forecast for that hour is 5.

Procedure

1. Navigate to Workspaces > Manager Workspace.
2. Click the Schedule () icon.
3. Create a schedule plan.
   1. Click the Team Calendar tab.
      Note:

      You can analyze the staff alignment for a day, week, or month.
   2. In the contextual side panel, click the show schedules icon to display the schedules.
   3. In the Schedules panel, click icon.
   4. In the Name field, enter a name for the schedule plan.
   5. From the Start Date field, select a date to start the schedule plan and click OK.
   6. From the End Date field, select a date to end the schedule plan and click OK.
   7. Click Save schedule.

   You can view the schedule of all agents in the assignment group that you directly or additionally manage.
4. Add a work shift to the schedule plan.
   Note:

   To add more shifts to an existing schedule plan, select the schedule plan and then add the work shift.

   1. In the contextual side panel, click Add Shift.
   2. In the Shift field, select the work shift that you want to add to the schedule plan.
   3. In the Event type field, select the work event that categorizes the work shift.
5. Add agents to the work shift.
   1. In the Agents field, search for agents and add one or more agents to add to the shift.
   2. Click Save.

   Note:

   It may take a few minutes for the screen to refresh.

Result

The schedule plan is created in Draft state.

What to do next

Publish a schedule plan for visibility into team coverage.