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Schedule setup and customization 513
Selecting a scheduling method
You can build schedules in Workforce Scheduling:
• Using a forecast
• Manually
The setup you require depends on the scheduling method you choose. If you incorporate forecast data when
you build a schedule, you must build the schedule using Schedule Builder.
Scheduling using forecast data
NOTE: When you use forecast data to build a schedule, you can apply historical data from any queue or
queue group to the schedule. It is not necessary to use historical data from the queue group with which the
schedule is associated. Forecast data is simply the number of required agents. It can be used in schedules
which are not associated with a queue or queue group.
Before you build a schedule using a forecast, as a best practice, we recommend you associate your schedule
with a queue group. You should also ensure that the employees to be scheduled are associated with this
queue group.
In YourSite, you
1. Associate the agent IDs with an agent group.
See “Associating agents with agent groups (in the Contact Center Management website)” on
page 140.
2. Associate the agent group with a queue.
See “Associating queues with queue groups (in YourSite Explorer)” on page 152.
3. Associate the queue with the queue group (that you will associate with the schedule).
See “Associating queues with queue groups (in YourSite Explorer)” on page 152.
Scheduling manually
You have the most flexibility when you build a schedule manually. However, this can be time consuming if you
must schedule a large number of employees or if you must create a schedule covering a long time period
where shift assignments do not recur. You can also use manual scheduling to tweak schedules you build with
Schedule Builder. See “Creating and adjusting schedules manually” on page 529.
Schedule setup and customization
NOTE: In order to access Workforce Scheduling, you require the May manage Workforce Scheduling security
role. For more information on configuring stitchery roles, see “Creating and applying security roles” on
page 173.
In order to build a schedule in Workforce Scheduling, whether you build your schedule with forecasting or you
build it manually, you must perform the following tasks to set up and customize your schedule:
1. Start YourSite Explorer.
2. Configure employees, overtime types, time off types, holidays, and skills.
3. Start Workforce Scheduling.
4. Configure schedule options.
5. Configure shifts, breaks, and jobs.
6. Assign shifts to schedules.
7. Assign shifts to employees.
8. Specify scheduling preferences/options for each employee in the schedule.
9. Specify schedule warnings.