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512 Chapter 18 Workforce Scheduling
Contact centers ideal for forecast scheduling
Forecast scheduling is best suited to contact centers driven by call volume, such as companies that focus on
sales campaigns, promotions, or seasonal sales.
To configure Workforce Scheduling for a forecast scheduling environment
• Generate historical data specific to the type of event you are scheduling (for example, to create a
schedule for a winter sales campaign, use historical data from a previous winter campaign)
• Create shifts with flexible start and end times to provide Schedule Builder with the greatest number of
options when populating the shifts with employees
• Remember that shift variables, such as start/end times and breaks, will vary for employees on a day-
to-day basis
• Due to the variety of shift start and end times, create breaks based on the Time to qualify variable
• Do not configure availability or shift assignment
Before you start scheduling
You use Workforce Scheduling in conjunction with YourSite Explorer. Before you can schedule employees
with Workforce Scheduling, you must add and configure them in YourSite Explorer.
To configure employee information for scheduling
1. Select the employee or employees you want to configure.
2. Specify the employee role.
See “Configuring employee roles” on page 166.
3. Specify employee work hours.
See “Configuring employee work hours” on page 166.
4. Specify employment status.
See “Configuring employment status” on page 166.
5. Specify employee payroll information.
See “Configuring employee payroll information” on page 166.
6. Assign shifts to the employee.
See “Configuring employee availability” on page 167.
7. Specify employee availability.
See “Configuring employee availability” on page 167.
8. Specify time off information
See “Configuring employee time off” on page 167.
9. Specify employee skills
See “Configuring employee skills” on page 168.
Before you can make schedules in Workforce Scheduling, you must configure the following scheduling
options in YourSite Explorer
1. Holidays
See “Configuring holidays” on page 168.
2. Overtime types
See “Configuring overtime types” on page 169.
3. Time off types
See “Configuring time off types” on page 169.
4. Skills
See “Configuring skills” on page 170.