Scheduling classes

You can schedule classes for employees, which are typically used for any type of employee training Semantic Intelligence (Si) process in Speech Analytics in which the system implements machine learning-based methods to extract and surface ontology-related items found in a sampling of transcribed interactions..

Classes are managed as floating calendar events. When you generate the schedule, the system schedules classes at an optimal time, minimizing disruption to the service level Set percentage of interactions in WFM that are handled in a defined unit of time..

When employees attend a class, it removes them from their primary shift Work period in WFM that has a definite length. activity Core component of both schedules and time records in Workforce Management (WFM). When an employee performs any kind of work, activities specify the scheduled work and capture employee adherence to their schedule.. Therefore, schedule sessions during periods of overstaffing.

Class attributes

Consider the following factors when defining class attributes for classes:

  • Number of sessions

    • How many class sessions are required to satisfy the employee demand for this class?

    • For each class session, there is an implied cost. In this case, it can be necessary to minimize the number of sessions.

    • Employees are not always available at the same time; therefore, additional sessions can be required.

  • Number of attendees per session

    • If you place all employees into a single session, it can be damaging to the service level. In this case, smaller and more sessions are required for fewer attendees.

    • Assign employees to the same session whose shifts are scheduled at the same time, and who are available at the same time.

    • Room size and seating limitations can dictate the number of attendees for each class session.

    • Some training classes are more effective with a specific number of attendees. Therefore, set the minimum and maximum number of attendees to fit these training requirements.

  • Number of simultaneous sessions

    This class attribute prevents sessions from overlapping one another. It is meant to model resource constraints. For example, if only one instructor is available to teach a class, you cannot schedule simultaneous sessions. However, if there are multiple instructors and enough rooms, you can schedule more than one session at the same time.

Related topics 

Create a class

View and manage classes and class sessions

Locking and unlocking sessions and attendees