The Scheduling Policy Builder allows users to configure and manage work schedules for agents, ensuring optimal coverage and adherence to labor laws. By utilizing this feature, users can efficiently plan shifts, manage day-offs, and ensure fair distribution of working hours, enhancing workforce productivity and compliance.

This article covers the steps required to access, configure, and utilize the Scheduling Policy Builder. It includes details on setting up scheduled hours, consecutive working periods, day-off patterns, shift rotations, etc.

Pre-requisites

Before using the Scheduling Policy Builder, ensure the following: 

• Sprinklr WFM (Workforce Management) should be enabled for the partner on the environment. 

• Access to the Sprinklr Service platform and Workforce Planner Persona. 

• Appropriate user permissions, such as View, Create, Edit, Delete, and Clone, to access and configure scheduling policies.

Key Benefits

Flexibility: Easily configure various scheduling parameters to meet organizational needs. 

Compliance: Ensure schedules adhere to labor laws and best practices. 

Efficiency: Optimize workforce management and enhance productivity. 

Fairness: Distribute workloads equitably among agents. 

Customization: Tailor scheduling policies to specific user groups or individuals. 

Create Schedule Policy

Follow these steps to create a Schedule Policy:

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1. Go to Workforce Manager persona on the Launchpad. Alternatively, search for 'Workforce Manager' on the Launchpad search bar.

   

2. Select Settings from the Left Pane to open the Governance page.

3. Go to Schedule Policy under the Policies section to open the Schedule Policy Record Manager.

   

4. Click the +Policy button at the top right of the page.

5. Fill in the required fields in the Overview section. Fields marked with a red dot are mandatory. Below are the descriptions of the fields on this page:

   

   1. Schedule Policy Name: Enter the name of the Schedule Policy. (Required)

   2. Description: Describe the Schedule Policy.

   3. Week Starts: Select on which day the week will start. (Required)

   4. Tags: Select the tag(s) from the list for easy identification of the Schedule Policy.

6. Fill in the required fields in the Share Settings section. Below are the descriptions of the fields on this page:

   

   1. Visible to all users: Select this checkbox if you want to share the Schedule Policy with all available users.

   2. Users/User Groups: Select the User(s)/User Group(s) with whom you want to share the Schedule Policy. This field will be accessible only if the Visible to all users checkbox is not selected.

7. Click the Next button at the bottom right of the page to open the Policy Details page.

8. On the Policy Details page, select one from the following Policy types in the Policy Types field:

   1. Work Contract (Refer to Work Contract Policy Type section below for configuration steps.)

   2. Day Off (Refer to Day Off Policy Type section below for configuration steps.)

   3. Assignment (Refer to Assignment Policy Type section below for configuration steps.)

   4. Shift (Refer to Shift Policy Type section below for configuration steps.)

9. Click the Save button at the bottom right of the page to create the Schedule Policy.

Work Contract Policy Type

For the Work Contract type Schedule Policy, specify the interval that agents can work daily in the Working Hours Per Day field (this is a mandatory field). This field is divided into three sub-fields: Minutes/Hours, Minimum, and Maximum. Choose the unit (minutes or hours) in which you want to specify the interval in the Minutes/Hours sub-field. Enter the minimum period that agents can work per day in the Minimum sub-field and the maximum period that agents can work in the Maximum sub-field.

You can specify the tolerance in the Tolerance Per Day field that should be applied to the interval entered in the Working Hours Per Day field. This value represents the time interval within which the value of the Working Hours Per Day field can increase or decrease. Choose the unit (minutes or hours) in which you want to specify the tolerance.

Specify the interval that agents can work per week in the Working Hours Per Week field (this is a mandatory field). This field is divided into three sub-fields: Minutes/Hours, Minimum, and Maximum. Choose the unit (minutes or hours) in which you want to specify the interval in the Minutes/Hours sub-field. Enter the minimum period that agents can work per week in the Minimum sub-field and the maximum period that agents can work in the Maximum sub-field.

You can specify the tolerance in the Tolerance Per Week field that should be applied to the interval entered in the Working Hours Per Week field. This value represents the time interval within which the value of the Working Hours Per Week field can increase or decrease. Choose the unit (minutes or hours) in which you want to specify the tolerance.

Enter the number of days agents can consecutively work in the Consecutive Working Period field. This field is divided into two sub-fields: Min Days and Max Days. Enter the minimum number of days that agents can work consecutively in the Min Days sub-field and enter the maximum number of days that agents can work consecutively in the Max Days sub-field.

Day Off Policy Type

For the Day Off type Schedule Policy, in the Days Off field, select the mandatory days off for the week. This field is configured using logical expressions. Mandatory days off are specific days that agents must take off from work each week. These days are predetermined, cannot be altered by the agents, and they are not counted towards earned day offs.

For example, if you want to configure either Saturdays or Sundays as a mandatory weekly day off, select Sunday in one row, set the logical operator to 'OR', and select Saturday in the second row. Similarly, if you want to configure either Sundays or Tuesdays as a mandatory weekly day off, select Sunday in one row, set the logical operator to 'OR', and select Tuesday in the second row. Similarly, if you want to configure both Saturdays and Sundays as mandatory weekly days off, select Sunday in one row, set the logical operator to 'AND', and select Saturday in the second row.

Specify the number of weekly days off agents can apply for in the Days Off Per Week field (this is a mandatory field). This field consists of two sub-fields: Min Days and Max Days. Enter the minimum and maximum number of days off that agents can apply for in the Min Days and Max Days sub-fields, respectively.

You can specify the tolerance in the Tolerance Per Week field that should be applied to the interval entered in the Days Off Per Week field. This value represents the time interval within which the value of the Days Off Per Week field can increase or decrease.

Specify the number of monthly days off agents can apply for in the Days Off Per Month field (this is a mandatory field). This field consists of two sub-fields: Min Days and Max Days. Enter the minimum and maximum number of days off that agents can apply for in the Min Days and Max Days sub-fields, respectively.

You can specify the tolerance in the Tolerance Per Month field that should be applied to the interval entered in the Days Off Per Month field. This value represents the time interval within which the value of the Days Off Per Month field can increase or decrease.

Specify the number of days required between consecutive days off in the Gap Between Days Off field (this is a mandatory field). This field consists of two sub-fields: Min Days and Max Days. Enter the minimum and maximum number of days required between consecutive days off in the Min Days and Max Days sub-fields, respectively.

Assignment Policy Type

The Assignment Schedule Policy defines the frequency at which Shifts can be assigned to agents. It can be configured using either the Shift Bag or Shift Pattern process, which can be selected from the Assign Type field.

For the Shift Bag process, select the Shift in the Select Shift field and select the days of the week on which the Shift can be assigned in the Select Days field. Finally, specify the number of times the Shift can be assigned in the Usage field.

For instance, consider that you want Shift RKP can be assigned only on Mondays, Tuesdays, Thursdays, and Saturdays. In the scenario, select Shift RKP in the Select Shift field and select Monday, Tuesday, Thursday, and Saturday in the Select Days field. Finally, enter the number of times this Shift can be assigned on the selected days of the week in the Usage field.

For the Shift Pattern process, select the Shift Pattern in the Shift Pattern field (mandatory field) and select the week of the Shift Pattern Start of Week field (mandatory field). Existing Shift Patterns are required for this option.

For example, you want to use a Shift Pattern named SP-69, which has been configured for 8 weeks, and you want to configure the Schedule Policy from the 3^rd week of the Shift Pattern. In this scenario, select SP-69 in the Shift Pattern field, and Week 3 will be selected in the Start of Week field.

Shift Policy Type

For Shift type Schedule Policy, switch on the Consistent Shift Start Time toggle to have a consistent Shift start time. If the Consistent Shift Start Time toggle is switched on, the Consistent Shift Period field will be visible (this is a mandatory field). If the Consistent Shift Start Time toggle is switched off, the Shift Tolerance field will be visible. Specify the value in either of the fields as per requirement.

Enter the minimum interval between consecutive Shifts (in hours or minutes) in the Minimum Gap Between Consecutive Shifts field (this is a mandatory field).

This completes the process of creating a Schedule Policy.

Assign Schedule Policy to Agents

Schedule Policies can be assigned to or modified for users individually or in bulk from the Agent Performance dashboard.

Prerequisites for assigning Schedule Policies to agents:

• Sprinklr WFM should be enabled for the environment.

• You must have access to the Workforce Manager Persona App.

• Existing Schedule Policy and the required Policy Type(s).

Follow these steps to assign Schedule Policies to agents:

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1. Go to the Workforce Manager Persona App on the Launchpad. Alternatively, search for 'Workforce Manager' on the Launchpad search bar.

   

2. Select Agents from the Left Pane to open the Agent Performance dashboard.

   

3. Hover over the vertical ellipsis (⋮) icon corresponding to the agent you want to assign the Schedule Policies to. This will show a list of options. Select Edit/Add Policies from the list of options to open the Modify Policies dialog box.

   

   Alternatively, select the agent(s) to whom you want to assign the Schedule Policies by clicking the checkbox next to their names. To select all agents on the dashboard, click the top checkbox. Selecting the checkbox will display a toolbar at the bottom of the page. Select Edit/Add Policies from the toolbar to open the Modify Policies dialog box.

4. Fill in the required fields on the Modify Policies dialog box. Below are the descriptions of the fields in this dialog box:

   

   1. Policy Type: Select the type of Schedule Policy to be assigned. Options are Work Contract, Day Off, Assignment, and Shift. Only one option can be selected at a time.

   2. Policy Name: Select the existing Schedule Policy from the list where the required Policy Type is configured. Only one option can be selected at a time.

   3. Agents: This field shows the number of agents to whom the selected Schedule Policy and the corresponding Policy Type will be assigned.

   4. Start Date: Enter the date from which the Schedule Policy will be applied to the selected agent(s).

   5. End Date: Enter the starting date after which the Schedule Policy will not be applicable to the selected agent(s).

5. Click the “+ Policy” button to assign more Schedule Policies to the selected agent(s).

6. After selecting the required Schedule Policies and Policy Types and configuring their start and end dates, click the Save button at the bottom right of the page to save your selections.

This completes the process of assigning Schedule Policies to agents.