Define Seat Limits

Seat limits let you define a maximum and minimum number of employees you want to generate a schedule for during operating hours. Defining seat limits is optional, and you can choose to define limits for only some periods of time on some of the days, or to define only a maximum and minimum.

If the seat limits and scheduling parameters conflict, CXone WFM generates the schedule regardless of the seat limit conflict.

The required staffing for weekends is two agents. However, agents can be scheduled with breaks and meetings during the day. That's why it's possible that three agents are scheduled instead of two agents. This ensures optimal net staffing over the weekend.

Now, let's say you define the maximum number of seats as two. In this case, CXone WFM might schedule three agents regardless of the seat limit for better net staffing.

To define seat limits:

  1. Click the app selector and select CXone WFM.

  2. Go to Setup > Seat Limits.

  3. From the drop-down list, select a Scheduling Unit. This is the scheduling unit you will define the seat limits for.

  4. In the Operating Hours area, go to the day you want to define seat limits for and select the check box. Configuration options will appear.

    • Required minimum number of seats: This number is the minimum number of employees that will be scheduled during the set time.

      For example, if you set the minimum number to 5. Even if the forecast calls for 3, the scheduler will schedule 5 or more employees.

    • Required maximum number of seats: This number is the maximum number of employees that will be scheduled available during the set time.

      For example, if you set the maximum number to 20. Even if the forecast calls for 25, the scheduler will schedule 20 or less employees.

  5. Define the time frame, and enter the number of seats you want to schedule during those hours.

    You can define a different number of min/max seats for different hours in the day.

    Click Add to define another time frame with a different number of seats.

  6. Click Save once you're done.

    The seat limits you defined will be considered when generating future schedules.