View the schedule
View the schedule for a selected campaign Collection of scheduling periods in WFM, which are defined time periods where specific employees target specific workloads. (or no campaign), scheduling period or dates, employees, and a work queue Entity that represents demand in WFM. Queues help predict workload by multiplying the volume of customer interactions by their expected handling time. (for scheduling periods only). You can view information about the scheduling components in multiple ways.
Before you begin
Select campaign data for schedules or Select no campaign for schedules
Procedure
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Depending on user privileges, you can view the following for every employee on the schedule:
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Draft schedule: Displays the schedule that is currently in progress and has not yet been published. This is your working schedule, to which you can add, edit and remove scheduling components.
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Published schedule: Displays the current published schedule. This is the schedule against which adherence data is measured. This schedule is always displayed in read-only mode. You cannot make any updates to this schedule, but you can always publish the draft schedule, which then becomes the updated published schedule.
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Primary time record: Displays the actual work done by the employee. Data for this row usually comes from an Automated Call Distributor (ACD) that is loaded automatically into the system.
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Adherence: When defined adherence thresholds are exceeded and the recorded activities (on the primary time record row) are not the same or mapped to the scheduled activities on the Published schedule, this gap is displayed on the Adherence row as an adherence exception.
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Secondary time record: Displays an extra record of actual work done by the employee. The Desktop & Process Analytics (DPA) product generates the data for this time record. It monitors the employee desktop.
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Filter your view of the employee rows:
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To view all of this data, or just the first row (the draft schedule, by default), expand or collapse the employee rows.
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From View, from the View drop-down menu:
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To view all schedules and adherence data for all employees, select All.
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To view the draft and published schedules only, select Draft Schedule.
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To view the published and adherence rows only, select Adherence.
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To increase the size of all employee rows so that they appear larger, from View, unselect Compact view.
By default, Compact view is selected. This option decreases the size of all employee rows. Unselecting this option increases the size of all rows.
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To show profile pictures of employees next to the employee names on all rows, from View, select Show profile picture.
Even when this option is not selected, you can still view employee pictures on the details pane when you select the employee row.
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To show conflict prompts that appear while editing a scheduling component, from View, select Show conflict prompts.
If you do not select this option, scheduling conflict messages will not appear while editing scheduling components, but you can still view them by clicking the orange notification bubble on each employee profile picture. These messages will also still appear when generating or analyzing the schedule.
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While viewing the schedule in campaign mode Mode of working in WFM where you work on schedules for a specific campaign and scheduling period. only, to view user time Time axis in the system (also known as system time), where users can view time stamps automatically adjusted according to their own time zone and daylight saving time shifts, regardless of where the operation took place. zone along with the campaign time zone, from View, select User time zone.
The system displays an extra row beneath the campaign time zone, showing the time zone of the logged in user. You can still view the campaign time zone on the top row, and the corresponding times of the user time zone beneath it.
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For a specific employee, point to the shift Work period in WFM that has a definite length. assignment.
A tooltip appears, displaying:
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Name or work rule of the shift
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Name of 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. with which the shift is associated
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Time frame of the shift
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Shift duration in parentheses
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In the same way, point to any shift events associated with the shift.
A tooltip appears, displaying:
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Name of the activity with which the shift event is associated
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If the shift event is not defined as a Paid event, Unpaid appears next to the activity name
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Time frame of the shift event
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Shift event duration in parentheses
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Point to any other events (calendar, time off and unavailability events, or classes) on the schedule.
The tool tip displays similar information about each event. You can view up to five layers of scheduling components, all of the layers on the calendar. The different layers include shift assignments and unavailability events, working and non-working shift events, calendar events and time off events.
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Select an employee row.
The details pane slides over from the right, showing information about the component on the Schedule, Published and Adherence tabs. The information includes the activity, time frame, duration, and name of the work rule. To pin the details pane, select the pin icon in the right corner.
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To view schedule conflict messages for any employee, select the orange notification bubble on the employee profile picture. (If there are no conflicts, these orange notification bubbles do not appear.)
The system displays all scheduling conflicts for that specific employee. Take note of the conflicts and resolve accordingly. To close this window, select OK.
Zoom in and out of the schedule