Generate monthly schedule
Generate a schedule for the monthly scheduling Optional licensed feature in WFM that allows generating schedules that cover a time period from the first to the last day of a calendar month, instead of one or multiple weeks. period. The scheduling engine only uses those monthly work patterns that match the number of days in the scheduling period. The correct alignment of the scheduling period and monthly work rules Rules in WFM that determine how employees are scheduled, and reflect both the needs of the organization and the individual employees. (work pattern Set of shifts in WFM (usually a weekly set of shifts) that are assigned to employees. A work pattern typically includes one or more shifts and possible days off for one week. and assignment rules) produces more accurate schedule results.
When the scheduling engine generates this schedule, monthly work patterns take precedence over weekly work patterns.
If there is a monthly work pattern that covers most of the scheduling period, the scheduling engine uses weekly work patterns for any period that:
-
Is not covered by the monthly work pattern
-
Contains a full week based on the week start day
Before you begin
Create forecast for monthly schedules
Procedure
-
Go to Forecasting and Scheduling. Under Calendar, select Calendar.
-
From the left filter pane, make sure to select the following:
-
Campaign: Monthly campaign Collection of scheduling periods in WFM, which are defined time periods where specific employees target specific workloads.
-
Dates: Monthly scheduling period
-
Employees: Employees assigned the monthly work pattern
-
-
From Home, select Generate Schedule.
-
Set all parameters, and select Generate.
The WFM application schedules employees to meet the monthly forecast and service goals Goals in WFM that allow determining how quickly work should be handled, including service level, Average Speed to Answer (ASA), and deadline goals. for each queue Entity that represents demand in WFM. Queues help predict workload by multiplying the volume of customer interactions by their expected handling time.. Schedules are optimized to ensure that you have the right mix of employees available at any time.