Work scheduler in Workforce Optimization for Customer Service
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 |