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Setting up Work scheduler › Optimize workforce operations › Extend capabilities › Configure › Customer Service Management
Release: Australia · Updated: 2026-03-12 · Official documentation · View source

Set up a work configuration

Create a work configuration for a work item. Add filters that display key information that the manager wants to analyze. This work configuration will determine how the work items display on the Work scheduler calendar in manager workspace.

Before you begin

Role required: sn_wfo_work_sched.admin

Procedure

  1. Navigate to All > Work Scheduler > Work Configurations.

  2. Select New.

  3. On the form, fill in the fields.

FieldDescription
NameUnique name for the work configuration.
TableTable for which you want to create the work configuration.Case table is available by default to create work configurations.
Description fieldThe field from the selected table that you want to use for describing the work item.
Assigned to fieldThe field from the selected table that you want to use for assigning an agent to the work item.
Assignment group fieldThe field from the selected table that you want to use for assigning a group to the work item.
Start date fieldThe field from the selected table that you want to use to display the start date for the work item.
End date fieldThe field from the selected table that you want to use to display the end date for the work item.
Default colorThe preferred color to display the work item card in the manager workspace.
UX app routeThe route where the card layout is defined for this work item type. The route displays in UI Builder in the list of experiences. This UX app route determines the layout of the work item card. By default, it is set to Default card, which displays the following fields:- Description field - Assigned to field - Assignment group field - Start date field - End date field If you need additional fields, you must add them in the Extra fields field. For information on defining a card layout, see Create a Work Scheduler card using UI Builder.
OrderThe display order of the work item.
Extra fieldsImportant: If you need additional fields on the selected table that you would like to display in the work item card in the manager workspace, you must add it in this field.
Matching ruleSelect a matching rule for the work configuration.

  1. Right-click the form header and select Submit.

  2. Create a work configuration filter.

    1. In the Work Configuration filters related list, select New.

    2. In the Name field, enter a unique name for the filter.

    3. Right-click and save the form to add the selected table.

    4. Add the desired conditions for the work configuration filter.

      For information on adding conditions, see Condition builder.

    5. Select Update.

Parent Topic:Setting up Work scheduler in Workforce Optimization for Customer Service