Scheduling in workforce management refers to the process of creating and managing work schedules for agents. It involves assigning agents to specific shifts, days, or hours based on factors such as business needs, employee availability, and targetted SLAs. Effective scheduling is important for optimizing productivity, ensuring adequate staffing levels, and meeting operational demands.

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Pre-requisites:

1.     Staffing Report

2.    Workloads

3.    User/ User groups

4.    Shifts and Activities ( can be set up in WFM configurations)

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The workforce planner can create automatic schedule where the scheduling AI utilises the staffing report, predefined shifts and activities and the scheduling constraints defined earlier to generate optimal schedules for the specified agents. Numerous agent constraints like preferences, skills, seniority, distance etc. can be specified while creating agents' schedules.

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Currently these constrainst are specified by the customer and fed directly into the backend but enabling the customer to enter these contrainsts while creating the schedule are also on the roadmap.

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The manual schedule generates an empty schedule that the planner can fill according to requirement using shifts and activities for agents.

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Step 1: On the Sprinklr Service launchpad, navigate to the workforce planner persona and select on the Scheduling module from the left pane on the dashboard.

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Step 2: On the scheduling page, click on the Create Schedule button on top right side of the page.

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Step 3: To create an Automatic Schedule, enter required schedule form fields -

●     Schedule Name: Name of the Schedule

●     Schedule Type: Automatic

●     Staffing Report: Select the staffing report using which schedule needs to be created.

●     Date Range: Date range will be auto populated based on the staffing report selected. Users can also select a date range that falls
within the auto populated date range. Please note that this date range will be a sub-set of the date range of the staffing report.

●     Workload : Workload(s) will be auto populated based on the staffing report selected. User can also remove the workloads if required.

●     Business Holidays (optional): This is for future use where specific business holidays can be applied for specific units.

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To create a Manual Schedule, enter required schedule form fields -

●     Schedule Name: Name of the Schedule

●     Schedule Type: Manual

●     Date Range: Users can select a date range for which they wish to create a schedule.

●     Users/User Groups: Planner can specifically select the users or the user Groups for whom they wish to create a schedule.

●     Business Holidays (optional): This is for future use where specific business holidays can be applied for specific units.

Step 4: Enter required fields and click Create.

Step 5: Once created, user receives an on-screen pop-up that the schedule has been created and the schedule goes into a Processing state.

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Step 6: Click the Refresh icon to check the status of the schedule. Once processing is complete, the schedule goes into a Draft state and

becomes ready to view.

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