Calculate Schedule Page  

You select Workforce Management ® Employee Maintenance ® Daily Schedule ® Calculate Schedule from within the Interaction Center Manager’s portal to submit the request and criteria to IC WFM to calculate a schedule for the week specified.

A portion of the organization may be calculated at a time by selecting the appropriate org unit(s).

You should submit your schedule calculation request only after:

·        All employees that have been entered into CRM prior to running this schedule are added into IC WFM in order to make them available for scheduling.

·        All other employee maintenance changes have been made for employee information that has been reported as being different for the new schedule.

·        Any other organizational changes from the previous schedule period have been made and are available for the new schedule.

·        Rules associated with shift segments that are fixed or schedule goals such as schedule to preferences are assumed to be known by the respective processes.

·        Schedule events such as training sessions or team meetings are added in advance so they can be included within schedule processing.

·        Volume forecast and workload exist and contain the percent changes to the work requirements to account for campaigns and seasonality.