Workflow: Import the schedule from an external source

Outsourcers create schedules externally, and you can import them back into the system. Schedule data can be shared with outsourcers to allow them to create the schedules. This capability is important for contact The entire communication experience for a customer, from beginning to end. centers that share calls across their own sites and outsourced centers.

Using WFM, outsourcers export employee schedules as XML files using the adapter, Generic - Outsourcer Staffing Profile Export. Based on this data, outsourcers create schedules for the staff. Outsourcer schedules can then be imported back into WFM, using the adapter, Generic - Outsourcer Staffing Profile Import. You can manually import the schedules from the Forecasting and Scheduling module.

Workflow

Configure adapter to export data to outsourcers

To export employee schedules to outsourcers, use the Generic - Outsourcer Staffing Profile Export adapter. With this data, outsourcers can create a schedule for your staff. That schedule can then be imported back into WFM.
Create outsourcer data source

To facilitate outsourcer schedule imports and exports, create an outsourcer data source.
Map outsourcer skills

Map outsourcer skills to in-house company skills. This mapping is needed if outsourcer schedules contain skills not recognized by your company.
Map outsourcer activities

Map outsourcer activities to in-house company activities. This mapping is needed if outsourcer schedules contain activities not recognized by your company.
Configure adapter to import outsourcer schedules

To import employee schedules generated by outsourcers, use the Generic - Outsourcer Staffing Profile Import adapter. This data is imported from an XML file with a fixed format.
Import outsourcer schedule

After the outsourcer creates the schedule, you can then import it into the system by manually importing the outsourcer schedule in the Forecasting and Scheduling module.