Create Schedule Policy
Updated
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 Functionalities
Scheduled Hour Configuration:
Daily and Weekly Scheduling: Allows users to define the minimum and maximum number of hours an agent should be scheduled to work daily or weekly. This ensures that agents are neither overworked nor underutilized, promoting a balanced workload.
Constraints: Users can set constraints where the minimum equals the maximum (e.g., exactly 8 hours per day) or where the minimum is less than the maximum (e.g., between 6 to 8 hours per day), providing flexibility to adapt to varying operational needs.
Consecutive Working Period:
Continuous Workdays: Users can specify the minimum and maximum number of consecutive days that an agent can work. This feature helps maintain compliance with labor laws regarding rest periods and ensures agents are not subjected to overly long continuous work periods, which can lead to burnout.
Day Off Patterns:
Logical Expressions for Days Off: Enables the configuration of mandatory and optional days off using logical expressions (AND, OR conditions). This flexibility allows for complex scheduling scenarios, such as ensuring agents have at least one mandatory day off each week or specifying multiple optional days off.
Pattern Examples: Users can define patterns like a single mandatory day off, multiple mandatory days off using AND operators, or combinations of optional and mandatory days off (e.g., [Thurs OR Fri] AND [Sat OR Sun]), ensuring varied and tailored day-off schedules.
Shift Type Policy:
Priority and Fallback Shifts: Users can assign priority shifts that are preferable for agents and fallback shifts that serve as alternatives if priority shifts are not available. This ensures that all necessary time slots are covered while considering agent preferences and operational priorities.
Shift Rotation: This feature supports the rotation of shifts to distribute workload fairly among agents. Users can enable the shift rotation toggle and specify the rotation frequency (daily, weekly, monthly), ensuring agents experience a variety of shifts rather than being confined to a single pattern.
Gap Between Shifts: Ensures there is a minimum rest period between consecutive shifts, promoting adequate rest and recovery time for agents. Users can define this gap in minutes or hours, ensuring compliance with health and safety standards.
Shifts Assigned Per Day or Week: Users can specify the minimum and maximum number of shifts assigned to an agent on a daily or weekly basis, ensuring workload balance and operational efficiency.
Shift Coverage: Users can define the minimum number of agents required per shift, ensuring adequate coverage for each operational period. This is treated as a soft constraint and can be overridden by rotation patterns to maintain flexibility.
Infeasible Solution:
Conflict Resolution: The feature includes mechanisms to test for infeasibility, identifying and resolving conflicts within the policy configurations. This ensures that the scheduling rules do not contradict each other and remain practical and executable.
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.
To Create a Schedule Policy
On the Governance window, select Schedule Policy.
On the Schedule Policy window, click +Policy in the top right corner.
On the Overview window, add the following details.
Schedule Policy Name: Enter a name for the policy (Mandatory).
Description: Provide a brief description (Optional).
User / User Groups: Assign the policy to specific users or groups (Mandatory).
Week Starts: Specify the starting day of the week (Mandatory).
Tags: Add any relevant tags (Optional).
Share Settings: Share the policy with the desired, users, user groups and workspaces.
Configure Policy Type on the Policy Details window.
User Type Policy
Scheduled Hours: Define minimum and maximum scheduled hours daily or weekly (Mandatory).
Consecutive Working Period: Specify minimum and maximum consecutive working days (Mandatory).
Day Off Type Policy
Days Off Patterns: Configure using logical expressions (Mandatory).
Number of Days Off: Specify minimum and maximum days off weekly or monthly (Mandatory).
Gap Between Days Off: Set the minimum and maximum gap between two days off (Mandatory).
Shift Type Policy
Priority Shifts to be Assigned: Assign primary shifts to users (Mandatory).
Fallback Shifts to be Assigned: Define secondary alternative shifts (Optional).
Rotate Shift Toggle: Enable or disable the shift rotation.
Rotate Shifts After: Set the duration for shift rotation (days, weeks, months).
Number of Shifts Assigned: Define the minimum and maximum number of shifts per day or week (Mandatory).
Minimum Gap Between Consecutive Shifts: Ensure minimum gap between consecutive shifts (Mandatory).
From the left bottom, add different policy types within the same policy without repeating configurations already set.
Click Save at the bottom right.