Scheduling in Workforce Optimization for Customer Service

  • Freigeben Version: Australia
  • Aktualisiert 12. März 2026
  • 1 Minute Lesedauer

    • Learn how you can plan shifts that include break time for your agents to effectively manage their schedule in Workforce Optimization for Customer Service. Publish schedules to view the agent schedules on the team calendar.

    Manage the scheduling for your organization from a central location. Scheduling makes managing team calendars transparent and collaborative between managers and agents. Use On-Call Scheduling with Workforce Optimization for Customer Service to have dedicated team members to resolve issues as they arise.

    Managers can use demand forecasting feature to view their agent staffing forecast at 15-, 30-, and 60-minute intervals on the team calendar. Managers can monitor real-time schedule adherence of the agents using clock-in and clock-out events.

    The image below provides a high-level overview of the Scheduling application.

    Infographic displaying managers scheduling and forecasting agent requirements from a central location. For more information, refer to the text description that follows.

    The image below provides a high-level overview of the tasks schedulers and agents can perform on the calendar.

    Infographic displaying the Schedule page, schedulers' actions, and agents' actions. For the text description, refer to information that follows.

    As a manager, you can:
    • Create shifts to ensure customer coverage for the required span of time.
    • Add breaks to the shifts that automatically stagger agent availability for those shifts.
    • Preview the schedule and make necessary changes before publishing it to your agents.
    • Access the schedule of all of your teams from one location.
    • Modify the planned schedules when your team members inform you about their changed availability.
    • Manage the schedules of team members working across different time zones.
    • Monitor schedule adherence of your agents looking at the time worked summary and time attendance.
    • Filter the members based on location, skills and assignment groups.
    • Adjust the planned schedules and manage approvals through mobile application.
    • Create on-call shifts and assign primary, secondary rotation groups to handle escalation scenarios.
    As an agent, you can:
    • Look up your schedule and request time off when required.
    • Swap your shift with one of your peers.
    • View your calendar and your team's calendar across the weeks to plan your work.
    • Synchronize your team calendar and events with Microsoft Outlook.