The Schedule Manager consists of functionality which supports all the activities needed to maintain a productive workforce; it is the process of balancing work to be completed with the allows you to optimize scheduling, staff levels, workloads, and campaign timetables of your call center agents.
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Background
One of the hallmarks of an high-performing call center is an efficient, productive workforce. The question, of course, becomes: how do you attain that standard?
The key to an optimized workforce is balance. You must balance the amount of work to be done against the staff resources available to complete that work. First the expected workload must be determined, and secondly resources must be allocated
Enter Schedule Manager
The Schedule Manager helps you complete the activities needed to maintain a productive workforce. It's designed to help you allocate the staff resources needed to handle your call center's workload.
Schedule Manager includes:
- Event Management
- Vacation Management
- Scheduling
- Reports
- Shift Trades
- Adherence/conformance to schedule
...
Synced with Admin Portal
All agent information that has been created in the Administrator Portal is brought imported into Schedule Manager automatically. For example, any time you create an agent, delete an agent, assign a skillset to an agent, etc., this information will be automatically updated in Schedule Manager. Below is a quick example with screenshots.
1. In the Admin Portal, under Configuration and then Agents, we'll edit the properties of the user named WFM1 User.
2. Now let's click the Schedule Manager tab and give this user a role, so that they show up under the Schedule Manager. User management is covered in more detail later. The role of User is sufficient to make this person appear.
3. In the actual schedule manager itself, we'll immediately see this new user appear.
