Scheduling in Workforce Optimization for ITSM
Learn how you can plan shifts with automatically staggered break times for your agents to manage their schedule effectively in Workforce Optimization for ITSM. Publish schedules for the next scheduling period to get a snapshot of which agent is lined up to solve issues for that time period.
Shift planning
Manage the scheduling for your organization from a central location. Use On-Call Scheduling with Workforce Optimization for ITSM to have dedicated team members to resolve issues as they arise.
The image provides a high-level overview of the Scheduling application.
Infographic showing a high-level overview of the Scheduling application. For the text description, refer to the tables that follow.
| Action | Description |
|---|---|
| Plan | Create shift plans that automatically stagger breaks to maximize coverage. |
| Schedule | Create schedule plans, view them in real time, and publish the schedule for the next time period. |
| Manage | Create time-off requests and swap shifts for your agents without going through an approval process. |
| Forecast | Model demand scenarios to analyze agent forecast and view updated demand on the calendar. |
| Action | Description |
|---|---|
| View team schedule | Know when your peers are working and whenthey are taking time off. |
| Add events | Create events such as a meeting, training, or an ad hoc work shift. |
| Request time off | Send a request for the span of time you want to take off. |
| Swap shifts | Trade shifts with your peers. |
Calendar
The image provides a high-level overview of the tasks schedulers and agents can perform on the calendar.
Infographic showing tasks schedulers and agents can perform on the calendar. For the text description, refer to the lists that follow.
As a shift planning administrator, you can:
- Create shifts to make sure you have team coverage for the required span of time.
- Add breaks to the shifts that automatically stagger agent availability for those shifts.
- Preview the schedule and make necessary changes before publishing it to your agents.
- Access the schedule of all of your teams from one location.
As a shift planning agent, you can:
- Look up your schedule and request time off when required.
- Swap your shift with one of your peers.
Getting started with Scheduling in Workforce Optimization for ITSM
Easily find the tasks that you must complete in the Scheduling module.
| Benefit | User | Finding tasks to complete in Scheduling |
|---|---|---|
| Activate Scheduling in Workforce Optimization for ITSM. | admin | Activate Scheduling |
| Refer to the roles, system properties, and more used in Scheduling and Schedule adherence. | Any scheduling role | Understand components used in Scheduling in Workforce Optimization for ITSM |
| Configure event categories, access for event types and more. | Scheduling admin | Set up Scheduling in Workforce Optimization for ITSM |
| Manage your workforce efficiently by planning your teams' shifts and schedule plans. You can also plan and manage schedules and staffing needs across your teams from one location. | Scheduling manager | Schedule your teams' work in Workforce Optimization for ITSM |
| Understand how Schedule adherence works. | Any role | Understand Schedule adherence in Workforce Optimization for ITSM |
| Evaluate if your agents are adhering to their schedules and fine-tune your staffing requirements based on their adherence. | Scheduling manager | Monitor schedule adherence of your agents |
| Predict resources based on historical data. | Scheduling admin | Demand Forecast in Workforce Optimization for ITSM |