Scheduling Units

A scheduling unit groups together employees with common scheduling requirements. These requirements could be days they're available to work and their available hours. When building and assigning a schedule, you assign it to a scheduling unit. This simplifies the scheduling process since you can assign the schedule to multiple employees at once.

The following are key facts about scheduling units:

• All employees must be assigned to a scheduling unit.

• Employees can only be assigned to one scheduling unit.

• You can add employees to a scheduling unit in two ways: from the scheduling unit's settings or from the employee's settings.

• Agents and their manager each see their schedule according to their own time zone. For example, a manager who works in New York (Eastern Time) has a scheduling unit in California (Pacific Time). In Schedule Manager, the manager would see that the workday starts at 9 AM (Eastern Time). In My Zone, the agents would see that the same workday starts at 6 AM (Pacific Time).

• You have a default scheduling unit. This is used as a fallback unit for all employees.

  • It has the same name as your CXone Mpower tenant High-level organizational grouping used to manage technical support, billing, and global settings for your CXone Mpower system..

  • If you delete a scheduling unit, any employees assigned to the deleted unit are automatically reassigned to the default unit.

  • When creating a new employee, this default unit is preselected. However, you can change this and assign the employee to any scheduling unit.

• When filtering by scheduling unit (not available for users with Cisco UCCX), the data for this metric will be empty. The data intraday receives is per skill, and it can't be split into scheduling units.

Create Scheduling Units

1. Click the app selector and select Admin.

2. Click Scheduling Unit.

3. Click New Unit.

4. Enter a name for the unit.

5. From the drop-downs at the top, define the first day of the work week and the time zone that this unit works in.

6. In the Operating Hours tab, select the workdays for the unit.

7. For each workday, select the working hours of the unit or select All Day if the work hours are 24 hours.

8. To assign employees to the Scheduling Unit, go to the Employees tab and click Assign Employees.

9. Select the employees you want to assign to the Scheduling Unit. You can search and filter for specific employees.

10. Once selected click Confirm to add employees.

11. Click Create.

After creating the scheduling unit, you can assign the employees in the unit to a schedule in WFM.

Edit and Delete Existing Scheduling Units

• You can change a scheduling unit's operating hours and employees. To do so, click on the scheduling unit's row. Updating a scheduling unit follows the same rules as adding a scheduling unit. When you are finished updating, click Save.

• To delete a scheduling unit, click the trash icon on the row of that unit or delete multiple scheduling units by using the selection boxes and clicking Delete.

  The default scheduling unit cannot be deleted. When a scheduling unit is deleted, any employees who were assigned to that scheduling unit are assigned to the default scheduling unit.