Schedule Manager

The Schedule Manager is a flexible tool that simplifies reviewing and editing employee schedules.

WFM uses the staffing plan you created or uploaded using WFM Forecasting, and generates a schedule. You can view and edit that schedule in the Schedule Manager, and publish it to your agents when it's ready.

Keep in mind:

  • The Forecast/Staffing Name column displays which forecast was used or which staffing plan was imported for schedule generation.

  • Not Available could mean that the forecast was deleted after the schedule was generated or wasn't used in the first place.

  • The staffing plan will always have .CSV extension to distinguish it from forecast.

To filter data, first select the scheduling units you want to view. You cannot filter by specific WEM skills or groups without selecting a scheduling unit.

When you first access the Schedule Manager page, the system automatically applies the default Scheduling Unit (SU) filter, displaying agent schedules and related data based on this default SU.

The default Scheduling Unit (SU) filter functions as follows in the Schedule Manager:

  • Initial Load: When you first load the Schedule Manager page, the system automatically selects the default SU and filters the view to show only the agents and data relevant to this SU.

  • Clearing the Default SU: If you clear the default SU filter, the Schedule Manager UI displays all available agent details, regardless of the scheduling unit.

  • Custom Filter Persistence: If you apply different filter criteria (For example, select a different SU or custom parameters), the system remembers the applied filter. The same filter is applied automatically the next time you log in, providing a consistent and personalized user experience.

This functionality ensures a streamlined experience with relevant data shown upfront, while still allowing you the flexibility to modify filters as needed.

To filter, first select a scheduling unit. You cannot filters by skill, group, or activity code without selecting at least one scheduling unit. If you clear the filter for all scheduling units, the other filters are cleared automatically.

When filtered, the selected scheduling units are marked with a red box and are displayed first.

After filtering, the displayed agents and net staffing (data and bar) are updated.

For example, you have 100 agents in three schedule units. You filter by one of those units. Now there are 30 agents displayed. Next, you filter by one of the skills. The displayed agents goes down again to show 15 agents. Those are the only agents in the selected scheduling unit with the selected skill.

You can add, update, or remove shifts as needed, letting you quickly adjust a schedule if agents call in sick, if your call volume is expected to change, etc.

You can even create schedules from scratch, if you didn't generate a schedule from forecast data, or through shift bidding.

You can only see the users in the scheduling units (or teams) you have permission to see in the view assigned to you.

This section explains how to:

Once you've created your shifts, don't forget to save and publish the schedule.