Schedulers
Schedulers build and optimize the contact center schedules.
Manage agents' time off
- Create allowances for absence requests
- How using budget allowance works
- Review absence and text requests
- Review allowance when approving absence requests
- Manually handle requests in the client
- Manage vacation planning
- Create activities
- Create absence types
- Create alternative scenarios
- Create shift categories
- Create days off
Schedule tips and tricks
- Review agent details
- Sort schedules
- Filter agents
- Find an agent
- Add schedule notes
- Tag schedule days
- Lock schedule days
- Write-protect schedules
- Work with different time zones
- View scheduled time
- Select on what level to view schedules
- Schedule information symbol overview
- Keyboard shortcuts in WFM
- Review schedule history
- Customize the Quick access toolbar