Scheduling your teams' work in Workforce Optimization for ITSM

Manage your workforce efficiently by planning shifts for each day and assigning users to the shifts. With Scheduling, you can use your resources efficiently by planning and managing schedules and staffing needs across your teams from one location. You can also integrate with on-call scheduling and create shifts and schedule for on-call rotations.

You can add meeting, training, time-off request, or an ad hoc work shift using the team calendar. You can also filter agents in the team calendar based on their location, region, assignment groups, schedule plan, list of team members, or any field in the agent's record.

Important:

You must index new tables to see them in Work Scheduling. For more information on indexing tables, see Configure a table for indexing and searching.

• Create a shift plan
  Schedule shifts for your team so that you can make sure that you are covering all work assignments and breaks. You can also specify the days of the week that you might need to override scheduled shifts.
• 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.
• Enable your teams to sign up for work shifts
  Empower your teams to sign up for work shifts based on their availability and preference.
• Publish a schedule plan for visibility into team coverage
  Generate a preview of your schedule plan and publish it so that your agents can see their shifts and schedules ahead of time. You can unpublish a schedule to make changes and then publish it again.
• Track and manage your teams' schedule
  Create, update, or monitor your teams' schedule from one location. You can approve or reject requests for swapping shifts or time off for agents within your assignment group.
• Analyze your staff alignment using Demand Forecast
  Use Demand Forecast to plan the number of staff members that you require so that you have enough agents to do the job.
• Understanding user criteria for event types in Workforce Optimization for ITSM
  Manage user access for any event type such as meeting, training, and time-off requests in the team calendar.
• Add events to the team calendar
  Create a meeting, training, time-off request, a custom event, or an adhoc work shift from the team calendar.
• Swap your agents' shifts in Workforce Optimization for ITSM
  Swap an agent's shift in your assignment group with another agent who can work on that shift and skip the approval process.