Generate a schedule for Projects

Generate a schedule for Project Instance of the Speech and Text Analytics application that supports a different language or Line of Business (LOB). queues, which is essentially the same as creating a schedule that does not include Projects.

Projects added to calendar as shift Work period in WFM that has a definite length. events or calendar events

When automatically added to the schedule, projects are added as shift events. You can also manually add projects to the schedule as shift events or calendar events. (Calendar events can only be manually added to the calendar.) When projects are manually added as calendar events, the 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. for the project queue Entity that represents demand in WFM. Queues help predict workload by multiplying the volume of customer interactions by their expected handling time. needs to be defined with the parameter Use in Calendar Event.

Before you begin

Create a forecast for a Project queue

Procedure 

  1. Go to Forecasting and Scheduling. Under Calendar, select Calendar.

  2. From the left pane filters, select the campaign Collection of scheduling periods in WFM, which are defined time periods where specific employees target specific workloads. and scheduling period you created for Project queues.

  3. From Home, select Generate Schedule.

  4. Set all parameters, and select Generate.

    WFM generates a schedule that includes the forecasted volume requirements and the service level Set percentage of interactions in WFM that are handled in a defined unit of time. for the Project work queues that are linked to the scheduling period.

    Then, WFM schedules Projects as specified in the Work Rules module (under Project Rules), and takes forecasted requirements for the Project work queues into account:

    • Projects must occur during the specified time frame, for the specified duration.

    • The number of blocks of time devoted to Project work must not exceed daily and weekly maximum hours set for employees.

    • The number of employees simultaneously working on a specified Project must not exceed the specified number.

What to do next 

View Project queue status

Related topics 

Generate the schedule automatically

Create project activities