Work scheduler in Workforce Optimization for Customer Service
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Summary of Work scheduler in Workforce Optimization for Customer Service
The Work scheduler in Workforce Optimization for Customer Service enables centralized management of team workloads, providing visibility into task complexity and work capacity. It allows assigning and reassigning work efficiently from a unified calendar view, enhancing operational control and responsiveness across teams.
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Key Features
- For Administrators:
- Create and configure work configurations that managers access in their work queues.
- Design and customize work scheduler cards tailored to organizational needs using the Next Experience UI Builder.
- Associate scheduler cards to specific work configurations to streamline task management.
- For Managers:
- Create custom preset filters to prioritize work items based on task type (e.g., incident priority) and business use cases (e.g., VIP catalog tasks).
- Configure work queues to highlight the most relevant tasks for efficient management.
- Assign or reassign work items considering team members’ shifts, skills, and recommended matching rules to optimize workload distribution.
Getting Started
- Administrators need to activate and set up Work scheduler, including system properties and configurations, enabling managers to assign tasks based on team skills and availability.
- Managers can customize their work queues and leverage filters and assignment rules to manage team workloads effectively.
- All users involved with Work scheduler should familiarize themselves with the components and system roles to maximize the tool's benefits.
Benefits
- Centralized visibility and control over team workloads improve resource management.
- Customizable filters and assignment criteria ensure prioritization aligns with business priorities and team capabilities.
- Flexible reassignment based on shifts and skills enhances operational agility and efficiency.
Manage the work of all your teams from a central location. You can get visibility into your entire teams’ workload. From your team's calendar, you can assess the task complexity level and work capacity, and assign or reassign work.
The following image provides a high-level overview of Work scheduler.
As an administrator, you can:
- Create work configurations that managers can view in their work queue. For information on setting up work configurations, see Set up a work configuration.
- Create work scheduler cards and configure them based on your needs. For more information, see Create a Work scheduler card using the Next Experience UI Builder.
- Associate the work scheduler cards with work configurations. For more information, see Associate a work scheduler card to the work configuration.
As a manager, you can:
- Create custom preset filters to prioritize your work items based on what's important for you.
- You can define the filters based on task type. For example, you can set filters for incidents that are categorized as Priority 1 and Priority 2.
- You can also define filters based on use cases. For example, if you want to prioritize catalog tasks from a VIP business unit over other units, you can define those conditions for the filter.
- Configure your work queue to display the most relevant work items.
- Assign or reassign work items based on your teams' shifts, and skill recommendation.
- Assign work items based on your teams' shifts.
- Add criteria for matching rules and then rank team members and assign work items based on those rules.
Getting started with Work scheduler in Workforce Optimization for Customer Service
Easily find tasks you need to complete in the Scheduling module.
| Benefit | User | Finding tasks to complete in Work scheduler |
|---|---|---|
| Activate Work scheduler in Workforce Optimization for Customer Service. | admin | Activate Work scheduler |
| Refer to the components such as system properties used in Work scheduler. | Any Work scheduler role | Understand components used in Work scheduler in Workforce Optimization for CSM |
| Set up Work scheduler for the Work scheduler managers so that assign work items based on their teams' skills, availability, and capacity. | Work scheduler admin | Set up Work scheduler in Workforce Optimization for CSM |
| Manage your teams' work assignments easily by customizing your work queue to display the most relevant work items. | Work scheduler manager | Use Work scheduler in Workforce Optimization for CSM |