Master Schedule View for Workforce Managers
Updated
The Master Schedule View provides a comprehensive overview of all agents' schedules, facilitating shift trade requests and workforce management. Agents can see their peers' schedules, making it easier to initiate shift trades. Supervisors and planners have access to this master schedule to edit shifts, assign days off, and manage shift patterns, ensuring optimal workforce management.
The Master Schedule View details the daily and weekly shifts of all agents on the platform. Agents can view the shift patterns assigned to peers to trade their assigned shifts with them, while supervisors can edit these shifts by rescheduling or using drag-and-drop functionality.
Key Benefits
Efficient Shift Trade Process: Agents can quickly identify available shifts and initiate trade requests, streamlining scheduling changes and improving flexibility.
Filters: You can refine the master schedule using various filters such as user, user group, adherence percentage, and user custom fields. Use the Clear Filters option to remove all applied filters and reset the master schedule to its default view.
Optimized Workforce Management: Supervisors and planners can efficiently manage workforce schedules, making adjustments to ensure optimal staffing levels and coverage.
Supervisors can seamlessly adjust shift and activity timings directly within the Day view by simply dragging and dropping the activity blocks. Whether prolonging or rescheduling activity timings or adjusting the duration of shifts, supervisors have the flexibility to tailor schedules to their specific needs with unparalleled ease.
Traded Shifts: The Master Schedule view supports the display of traded shifts for both agents and supervisors in both Day and Week views. This update improves visibility and clarity, making it easier to identify traded shifts and manage weekly schedules effectively.
Visual Distinction: Traded shifts are marked with white diagonal lines, similar to the format used on the agents' My Schedule page.
Hover Card Details: Users can hover over a traded shift to see with whom the shift was traded and the shift it was traded for.
Approval Workflow: Traded schedules will only appear on the Master Schedule after supervisor approval.
Use Cases:
Day View Tracking: Users can easily track and manage shift trades among agents with clearly marked traded shifts in the Day view.
Reporting Clarity: Supervisors can see all agents reporting to them and identify any traded shifts.
Shift Management: The clear marking of traded shifts aids in managing team schedules and making necessary adjustments.
Day View
Week View
Agent Schedule Adherence: The Real-Time Adherence (RTA) enhances operational oversight by enabling supervisors to monitor agent adherence to scheduled shifts, breaks, and activities in real-time. Adherence scores and deviations are visually represented with color-coded intervals (green for adherent and red for non-adherent), providing clear insights into performance and resource allocation. Users can drill down into historical adherence data to identify patterns and optimize scheduling. Real-time alerts notify users of deviations, enabling proactive management of workforce adherence.
View Activity Log of Agents' Schedule
Viewing the activity log of changes made to an agent's schedule helps Workforce Managers track all modifications and understand the reasons behind them. This transparency allows for prompt action to address any issues and ensures efficient management.
Hover over the vertical ellipsis icon (⋮) corresponding to the agent's name to show the View Audit Logs option. Click the View Audit Logs option to open the activity log from the Third Pane.
Filter Agents Based on Active/Inactive Status
On the Master Schedule page, you can filter agents based on their Active/Inactive status on the Sprinklr platform.
Follow these steps to filter agents based on their activity status:
Click the Status filter in the filter toolbar.
Select either Active or Inactive, depending on which agents you want to view in the Master Schedule.
Click the Apply button to implement the filter.
Change Time Format
The Master Schedule page shows the Schedule in 24-hour format by default, which can be switched between the 24-hour and 12-hour formats. Contact your Success Manager to switch the default time format.