User guide

Workforce Scheduling
105
• Are breaks covered? Is another employee replacing the employee who is taking a break?
• Are employees scheduled to perform the jobs that need to be completed?
• Do you use employee filtering, so that the employee who best suits the schedule is selected
first?
• Are all employees included in the pool of available agents? Which employees are included
or excluded?
• Do you want to override the minimum or maximum hours the employee can work?
• Do you want to override the times the employee is unavailable?
• Which is more important to the company:
• That shifts fit the schedule?
• That employee shift preferences are met?
When Schedule Builder is used in conjunction with the Forecasting application, you can avoid
the costs and payroll expenses incurred by scheduling too many agents. You can load historical
data and modify performance variables, such as average talk time and agent efficiency, to
project scheduling needs. This ensures your contact center has the optimal number of agents
scheduled to serve customers.
The Schedule Builder Wizard can be used to automate the scheduling process by guiding you
through the steps required to generate intelligent schedules.
Skill-based schedules
When you select Employee Filtering, Schedule Builder ensures that the agent who best suits
the schedule is selected first. You can filter the agents selected by Schedule Builder by agent
group, by skill, and/or by employee. Skill-based schedules enable supervisors to ensure that
service levels are met by having the right agents logged in at the right time.
Figure 26 illustrates a schedule with a description of employees and their shifts.