Scheduling in Workforce Optimization for HR
Use Scheduling to manage your workforce resources efficiently by planning and managing schedules, staffing, and shifts across your teams all from one location. You can also integrate with on-call scheduling and create shifts and schedule for on-call rotations.
With Scheduling, you can do the following:
- Add meetings, training, time-off requests, or ad hoc work shifts by using the team calendar.
- Filter agents in the team calendar based on their location, region, assignment groups, or any field in the agent's record.
- Create shift and schedule plans for agents.
- Approve or reject agents' time-off and shift-swap requests.
- Track and manage the team's schedule on the team calendar by viewing the planned shifts versus the actual clock-in and clock-out times for the selected day or week.
- Analyze whether your team members are following the schedules. If you see a potential issue, you can easily alert your team so that they can take immediate action.
- Use historical adherence reports to analyze and recommend coaching opportunities for your agents.
To delve into more information behind your key performance indicators, filters and sidebars, see Exploring indicators with KPI Details
- Create a shift plan
Schedule shifts for your team to make sure you cover all work assignments and breaks. You can also specify the days of the week that you want 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. - 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 team 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. - Monitor schedule adherence
Use schedule adherence to evaluate whether or not your agents are adhering to their assigned schedules. You can look for areas where low-value activity can be eliminated or reduced and further analyze staffing levels throughout the day. - Analyze adherence and conformance
View the time worked summary of your team members to determine if your teams are adhering to the planned schedules. You can also use historical adherence, which is a reporting view of real-time adherence, to see how well your agents have followed their schedules in the past. - Analyze staff alignment using Demand Forecast in Workforce Optimization for HR
Use Demand Forecast to plan the number of staff members that you require so that you have enough agents to do the job. - Add events to a team calendar
Create a meeting, training, time-off request, or an adhoc work event from the team calendar. - Swap your agents' shifts in Workforce Optimization for HR
Swap an agent's shift in your assignment group with another agent who can work on that shift and skip the approval process.
Parent Topic:Using Workforce Optimization for HR
Related topics
Workforce Optimization for HR Manager workspace