Campaigns and scheduling periods overview

A scheduling period is a specified period when defined employees target a specific workload. A campaign Collection of scheduling periods in WFM, which are defined time periods where specific employees target specific workloads. is a collection Group of back-office Contributions from one or more employees connected to a single customer or account captured by DPA. Collections are used for analyzing and improving back-office efficiency and quality. of scheduling periods. WFM generates schedules for groups of employees who belong to the same scheduling period.

Campaigns are not associated with time periods. A scheduling period is a container for a length of time and a start time for which to generate a schedule for a campaign.

How are campaigns defined?

The system defines campaigns by:

Organizations that contribute employees for the campaign
Work queues that are handled for the campaign
For skill Defined level of knowledge that an employee needs in order to handle a defined workload in WFM.-based campaigns only - skills needed for each work queue Entity that represents demand in WFM. Queues help predict workload by multiplying the volume of customer interactions by their expected handling time. handled for the campaign

When do you create separate campaigns?

Generally, create separate campaigns when:

Employees are not scheduled together
A different set of employees handles a separate set of interactions, and you want to report on each group individually

More about scheduling periods

A scheduling period can be one week, multiple weeks, or one month.

Schedules are generated for groups of employees who belong to a scheduling period. Organizations are linked to a scheduling period. Only employees who belong to the linked organizations are available for scheduling.