Create a schedule plan

  • Release version: Yokohama
  • Updated January 30, 2025
  • 1 minute to read

    • Manage your team's schedule by creating a schedule plan that covers a span of time and includes your team's work shifts. You can also assign agents to shifts based on their skills and availability to ensure you are using your resources efficiently.

    Before you begin

    Role required: sn_shift_planning.admin

    About this task

    You can set the number of days to cache agent schedules using the sn_shift_planning.number_of_days_to_cache system property.

    The Total coverage/demand row displays the number of agents covering each shift in a day.

    Procedure

    1. Navigate to All > Workspaces > Manager Workspace.
    2. Click the Schedule icon (Schedule icon.).
    3. Create a schedule plan.
      1. Click the Team Calendar tab.
        Note:
        You can analyze the staff alignment for a day or for the week.
      2. In the contextual side panel, click the Show Schedules (Show Schedules icon.) icon.
      3. In the Schedules panel, click the Create new Add Schedule Plan icon. icon.
      4. In the Name field, enter a name for the schedule plan.
      5. From the Start date field, select a date to start the schedule plan and click OK.
      6. From the End date field, select a date to end the schedule plan and click OK.
      7. Click Save.
      You can view the schedule of all agents in the assignment group that you directly or additionally manage.
    4. Add a work shift to the schedule plan.
      Note:
      To add more shifts to a newly created schedule plan, select the schedule plan and then add the work shift.
      1. In the contextual side panel, click Add Shift.
      2. In the Shift field, select the work shift that you want to add to the schedule plan.
    5. Add agents to the work shift.
      1. In the Agents field, search for agents and add one or more agents to the shift.
      2. Click Save.
      Note:
      It might take a few minutes for the screen to refresh.