The Schedule Manager is a flexible tool that simplifies reviewing and editing employee schedules.
WFM uses the staffing plan you created/uploaded using WFM Forecasting, and generates a schedule. You can view and edit that schedule in the Schedule Manager, and publish it to your agents when it's ready.
In the Schedule Manager you can define filters to view a single scheduling unit, specific WEM skills or groups within a scheduling unit, or even view more than one scheduling unit at once.
If you exit the Schedule Manager and come back later, any filters you applied will remain.
You can add, update, or remove shifts as needed, letting you quickly adjust a schedule if agents call in sick, if your call volume is expected to change, etc.
You can even create schedules from scratch, if you didn't generate a schedule from forecast data, or through shift bidding.
You can only see the users in the scheduling units (or teams) you have permission to see in the view assigned to you.
This section explains how to:
- Define Net Staffing Thresholds
- Add Shifts
- Add Activities
- Copy and Duplicate Schedules
- Add Time Off
- Export Schedules or Net Staffing
- Schedule Meetings
- View Schedule Changes and History
Once you've created your shifts, don't forget to save and publish the schedule.