Schedule Scenarios are designed to align with business hours, shifts, and defined activities, following scheduling guidelines such as maximum weekly working hours, preferred shifts, week-offs, and shift rotation rules. They integrate essential elements such as business hours, upcoming holidays, and agents’ time off into their decision-making process. The objective is to achieve 100% contact handling while meeting target SLAs and adhering to service level constraints like shrinkage and occupancy.

This section outlines the following essential steps for managing Schedule Scenarios:

1. Create Schedule Scenarios

2. Publish/Unpublish Schedule Scenarios

3. View Schedule Scenarios

4. Share Schedule Scenarios

5. Delete Schedule Scenarios

6. Export Schedule Scenarios

7. View the Activity Log of Schedule Scenarios

8. Version History of Schedule Scenarios.

Capabilities of Schedule Scenarios

• Workforce Managers can create and publish Schedules that can be auto-generated.

• Workforce Managers can update the Schedule as part of their Intraday Management activities.

• Workforce Managers can view if the Schedule violates any of the business constraints.

Create Schedule Scenarios

Pre-requisites for creating Schedules:

• Sprinklr WFM should be enabled for the environment.

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

• Create permission under the Scheduling section in the Workforce Management module.

• Workloads.

• User(s)/User group(s).

• Shifts and Activities.

Follow these steps to create a Schedule in Sprinklr WFM:

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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 Scheduling from the Left Pane to open the Schedules Record Manager.

3. Click the +Create Schedule button at the top right of the page to open the Create Schedule page.

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

   

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

   2. Schedule Type: Select the type of Schedule to be created. (Required)

      1. Automatic: Automatic means the system will automatically fetch the required data from the Master Forecast and retrieve qualifying agents based on the Workload configuration.

      2. Manual: Select Manual to configure the Schedule manually.

      3. Import: Select Import to import the Schedule. Refer to the Import Schedule section for more details on importing Schedules.

   3. Date Range: Enter the date and time duration for which the Schedule will be created. (Required)

   4. Workload(s): Select the Workload(s) to be considered for the Schedule. Multiple Workloads can be selected simultaneously. (Required)

      All the users who are a part of the work queue would automatically appear once the workload is selected

   5. User/User Group(s): Once the workload is selected, all users or user groups associated with the work queue will automatically be displayed. If you wish to add a new user, you can only add users who are part of the selected workload.

   6. Business Holidays: Select the business holidays that should be considered for the Schedule.

5. Click the Create button at the bottom right to create the Schedule.

​Once the schedule is created, you will receive a on screen pop-up that the schedule has been created. After that, the schedule will go into a Processing state.

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Once the processing is complete, the schedule goes into a Draft state and becomes ready to view.

Import Schedule

On the Schedule creation page, select Import in the Schedule Type field. Fill in the required fields on the page. Fields marked with a red dot are mandatory. Below are the descriptions of the fields:

• Date Pattern: Select the format in which the dates will be entered in the Shift Start Date column of the Excel file to be uploaded.

• Time Format: Select the format in which the time will be entered in the Shift Start Time and Activity Start Time columns of the Excel file to be uploaded. The options are 12-Hour and 24-Hour formats. For example, you can enter the time in the 12-hour format (for instance, 02:30 PM) or the 24-hour format (for instance, 14:30).

• Duration Format: Select the format in which the time duration will be entered in the Shift Duration and Activity Duration columns of the Excel file to be uploaded. The options are Hours and Minutes.

This completes the process of creating a Schedule.

Publish Schedule Scenario

Prerequisites for publishing Schedule Scenarios:

1. Sprinklr WFM should be enabled for the environment.

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

3. Release permission under the Scheduling section in the Workforce Management module.

Follow these steps to publish a Schedule Scenario:

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

   

2. Select Scheduling from the Left Pane to open the Schedules Record Manager.

3. Click the View Schedule (eye icon) button corresponding to the Schedule Scenario to be published. This will open a detailed view of the Schedule Scenario.

   

4. Click the Publish button at the top right of the page.

This completes the process of publishing a Forecast Scenario.

Unpublish Schedule Scenario

Prerequisites for publishing Schedule Scenarios:

1. Sprinklr WFM should be enabled for the environment.

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

3. Release permission under the Scheduling section in the Workforce Management module.

4. Already published Schedule Scenario.

Follow these steps to unpublish a Schedule Scenario:

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

   

2. Select Scheduling from the Left Pane to open the Schedules Record Manager.

3. Click the View Schedule (eye icon) button corresponding to the Schedule Scenario to be unpublished. This will open a detailed view of the Schedule Scenario.

   

4. Click the More Actions (ellipsis icon) at the top right of the page to show a list of options.

5. Select the Move to Draft option to open the Move to Draft confirmation box. The Move to Draft option will be available only if the Schedule Scenario is already published.

   

6. Click the Submit button in the confirmation box to unpublish the Schedule Scenario and move it to the Draft status. This will remove it from agents' schedules and the Master Schedule.

This completes the process of unpublishing a Forecast Scenario.

View Schedule Scenarios

Prerequisites for viewing Schedule Scenarios:

1. Sprinklr WFM should be enabled for the environment.

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

3. View permission under the Scheduling section in the Workforce Management module.

Follow these steps to view a Schedule Scenario:

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

   

2. Select Scheduling from the Left Pane to open the Schedules Record Manager.

3. Click the View Schedule (eye icon) button corresponding to the Schedule Scenario to be viewed. This will open a detailed view of the Schedule Scenario.

The Schedule Scenario details page has multiple columns that can be hidden depending on your requirements. The following columns are available while viewing Schedule Scenarios:

You can search for agents on the Schedule Scenario details page by name or filter them based on associated skill, supervisor, shift time, or other filters. Schedule Scenarios can be viewed in two ways: Day View, which shows data for a single day, and Custom View, where you can select a specific date range for the data. When you view a Schedule Scenario, Day View is selected by default, and you can select the date for which data should be displayed.

Day View

When Day View is selected, the Schedule Scenario details page displays data for the selected date. The page shows the agents’ total time, paid time, and unpaid time for the day.

You can quickly view the data from the next day or the previous day by clicking the Next or Prev button in the data range selector.

You can also view the statistics on the number of agents for the day using the Staffing Metric option. Clicking the Staffing Metric button will open a table that displays the number of agents required for the time slots for the day, the number of agents that are scheduled, and the predicted SLA based on these numbers.

The following data is available in the Staffing Metric section:

• Required Agents: The number of agents needed to meet the forecasted demand for the time period.

• Scheduled Agents: The number of agents that have been scheduled to work during the time period.

• Difference: The difference between the required and scheduled agents, indicating any shortfall or surplus.

• Effective Agents: TBD

• Predicted SLA: The expected Service Level Agreement (SLA) performance based on the scheduling and agent availability.

Custom View

When Custom View is selected, the Schedule Scenario details page displays data for the chosen date range. This page shows the agents' total time, paid time, and unpaid time for the specified period.

For example, if you select 11 February 2025 to 19 February 2025 in Custom View, the data for agents' total time, paid time, and unpaid time will be shown for the entire selected date range.

Share Schedule Scenario

Pre-requisites for sharing Schedule Scenarios:

1. Sprinklr WFM should be enabled for the environment.

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

3. Share permission under the Scheduling section in the Workforce Management module.

Follow these steps to publish a Schedule Scenario:

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

   

2. Select Scheduling from the Left Pane to open the Schedules Record Manager.

3. Hover over the vertical ellipsis (⋮) icon corresponding to the Schedule Scenario that you want to share. This will show a list of options.

4. Select Share from the list of options to open the window to share the Schedule Scenario.

5. Fill in the fields on the window. Below are the descriptions of the fields on this window:

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   1. Visible in all Workspaces: Select this checkbox if you want to share the Schedule with all available Workspaces. This option is selected by default.

   2. Workspaces: Select the Workspace(s) you want to share the Schedule Scenario with. This field will be accessible only if the Visible in all Workspaces checkbox is not selected.

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

6. Click the Share button at the bottom right of the window. This will share the Schedule Scenario with the selected Workspace(s) and User(s)/User Group(s).

You will receive a toast notification confirming the sharing of the Schedule Scenario.

Delete Schedule Scenario

Pre-requisites for deleting Schedule Scenarios:

1. Sprinklr WFM should be enabled for the environment.

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

3. Delete permission under the Scheduling section in the Workforce Management module.

Follow these steps to delete a Schedule Scenario:

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

   

2. Select Scheduling from the Left Pane to open the Schedules Record Manager.

3. Hover over the vertical ellipsis (⋮) icon corresponding to the Schedule Scenario that you want to delete. This will show a list of options.

4. Select Delete from the list of options to open the Delete Schedule window.

   

5. Click the Submit button on the window to delete the Schedule Scenario.

Export Schedule Scenario

Pre-requisites for deleting Schedule Scenarios:

1. Sprinklr WFM should be enabled for the environment.

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

3. Export permission under the Scheduling section in the Workforce Management module.

Follow these steps to delete a Schedule Scenario:

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

   

2. Select Scheduling from the Left Pane to open the Schedules Record Manager.

3. Click the View Schedule (eye icon) button corresponding to the Schedule Scenario to be exported. This will open a detailed view of the Schedule Scenario.

   

4. Click the More Actions (ellipsis icon) at the top right of the page to show a list of options.

5. Select Export from the list of options to open the Export Schedule window.

6. Fill in the fields on the window. Fields marked with a red dot are mandatory. Below are the descriptions of the fields on this window:

   

   1. File Name: Enter the name of the file with which the Schedule Scenario will be exported. (Required)

   2. Format: Excel will be selected by default. (Required)

   3. Date Range: Enter the date and time duration for which the Schedule Scenario will be exported. (Required)

   4. Date Format: Select the desired format for the dates in the exported file. (Required)

7. Click the Submit button at the bottom right of the dialogue box to submit the Schedule Scenario export request.

After some time, you will receive a platform notification containing the link to download the report. Open the link to download a zip folder containing the report.

View the Activity Log of Schedule Scenarios

Activity Logs of Schedules provide a detailed record of all scheduling tasks, including changes, approvals, and updates. This log helps ensure transparency, accountability, and efficient management of Workforce Managers, and make informed decisions based on historical data.

Follow these steps to view the activity log of a Schedule:

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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 Scheduling from the Left Pane to open the Schedules Record Manager.

3. Click the View Schedule (eye icon) button corresponding to the Schedule for which you want to view the activity log. This will open a page with details of the Schedule.

   

4. Click the Open third pane button at the top of the page to show the Schedule details from the Third Pane.

   

5. Click the Activity tab in the Third Pane. This will show the activity log of the Schedule.

You can view all previously published versions of the Schedule from the Activity tab. You can refresh the data, sort it by the date of updates in ascending or descending order, and export the activity log data.

Version History of Schedules

Versioning support for Scheduling in Sprinklr enhances user control and flexibility. It lets you view previously published versions of the Schedules, providing a clear history of changes.

Follow these steps to view the version history of a Schedule:

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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 Scheduling from the Left Pane to open the Schedules Record Manager.

3. Click the View Schedule (eye icon) button corresponding to the Schedule for which you want to view the version history. This will open a page with details of the Schedule.

   

4. Click the Open third pane button at the top of the page to show the Schedule details from the Third Pane.

   

5. Select the Version History tab in the Third Pane. This will show all available versions of the Schedule.

All available past versions of the Schedule will be shown under the 'Older Versions' section. Select the version from this section to show the details of that version of the Schedule. This will show a notification banner indicating that data from a previous version is being displayed.

The banner has the Switch to latest version and Restore version buttons.

• Switch to latest version: This button shows the details of the current version of the Schedule.

• Restore version: This button restores the data of the older version. Clicking it will open a confirmation box. Select the Restore button to restore the data of the previous version.