The key objective of this module is to schedule the staff based on forecasted case/call volume and available staffing to bring maximum efficiency & productivity.

​Contact center scheduling is a workforce management activity in which agent work schedules are created based on various factors, such as expected contact volume, agent availability, and skillset.

Use Cases of Scheduling

• 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

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)

   5. User/User Group(s): Select the User(s) and User Group(s) with whom this Schedule should be shared. (Required)

   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.

View Schedule

1. Hover over the Options icon against the schedule that you want to view and select View Schedule.

2. On the View Schedule page

Day View - Shows the Staffing levels for the day selected across all the 24 one-hour intervals of the day.

• Date Selector - Select a particular day for which you want to view the staffing levels.

• Day/Week View Selector - Switch between Day & Week view.

• Filter - Filter on the basis of Queue, Skill, etc.

Bar Graph Widget

This widget shows the aggregate staffing levels for all the associated queues across all the 24 one-hour intervals of the day.

Hovering on a particular interval gives information about the overstaffing & understaffing levels for all the queues.

Table Widget

This widget shows the queue wise understaffed & overstaffed intervals for all the intervals of the day.

Hovering on a particular interval shows details about the overstaffing & understaffing levels in the particular queue.

Week View - Shows the staffing levels for the week selected across all the 24 one-hour intervals.

• Date Selector - Select a particular week range for which they want to view the staffing levels.

• Day/Week View Selector - Switch between the Week view & Day view.

• Filter - Filter on the basis of Queue, Skill, etc.

Bubble Graph Widget

This widget shows the aggregate staffing levels for all the associated queues for all 7 days of the week across all the 24 one-hour intervals of each day.

Hovering on a particular bubble shows the number of understaffed & overstaffed details for that specific interval of a day aggregated for all the queues.

Table Widget

This widget shows the queue wise understaffed & overstaffed intervals across all the 7 days of the week.

Hovering on a particular day shows the number of understaffed & overstaffed intervals for that particular day.

3. Click the Open Details icon to open the agent schedule view for that particular queue.

Day View

​Week View

4. Day View - View the agent's schedule for the day selected. Also, view the start & end time of a schedule on a high level and the over & under staffing level for each of the interval.

Week View - View the agent's schedule for the week selected. Also, view the start & end time of a schedule on a high level and the over & under staffing level for each of the interval.

Update Schedule

Day View

Hover over a particular agent's shift to open the shift details pop-up. From there, you can update the following items:

• Toggle Shift On & Off

• Shift Start & End Time

• Activity Start & End Time

• Add / Delete any activity

Once the above updates are made, the details are autosaved and the shift is updated. The same can be seen on the UI.

Week View

Hover over a particular agent's shift for a day to open the shift details pop-up. From there, you can update the following items:

• Toggle Shift On & Off

• Shift Start & End Time

• Activity Start & End Time

• Add / Delete any activity

Once the above updates are made, the details are autosaved and the shift is updated. The same can be seen on the UI.

Request Approval

1. Click Request Approval in the top right corner from the Schedule page to open the approval path selection pop-up.

2. Select the appropriate approval path and click Submit at the bottom right.

3. Once the approval has been requested, the schedule goes into the Approval Pending status and the same can be seen on the Schedules page.

Approve Schedule

1. Open the schedule that is awaiting approval from the Schedule page.

2. On the View Schedule page, if the supervisor has relevant approval permissions, then they can Approve and Reject the schedules from the top right of the screen.

3. Once selected, the supervisor can add the necessary notes in the Add a Note section before they approve or reject the schedule.

4. Once Approved or Rejected, the same can be seen in the Status column of that particular schedule.

Release Schedule

1. Open the schedule that is Approved from the records page.

2. Click Release in the top right corner to release the schedule.

   

3. Click Release again to confirm the Release Schedule action.

   

For Agents

View My Schedule

Click My Schedule from the left pane.

Agents land on the week view of their schedule by default. They can view their schedule for the week that's selected. They can also adjust the week dates to see their past or future schedules

Week View - Hover over a particular shift on any day to view the activities inside a schedule.

Month View - Hover over a particular shift on any day to view the activities inside a schedule.

Schedule Notifications

Agents may now receive a notification 'x' minutes before (or at) the start time of an activity.

Additionally, they can receive a notification 'x' minutes before (or at) the start of their working periods, including both the first working period and subsequent periods following any activity.

To enable this feature and set the notification timing, please contact Sprinklr Support at tickets@sprinklr.com.

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