From the Tools menu, you can sort by:

• Employee last name

• Draft shift start

• Draft shift end

• Draft shift length

• Draft shift type

• Published shift start

• Published shift end

• Primary shift start

• Primary shift end

• Adherence status

You can sort all of these attributes in ascending or descending order.

Yes. From the Tools menu, select Find. You can find all types of events, activities and shift assignments on the calendar, either within the current scheduling period or within a specified time period. The system maintains the color shading of the components you selected to find, and greys out the scheduling components you did not select on the Find screen.

You can create a meeting as a calendar event Scheduled event in WFM that is manually created on the schedule, can be a single instance or recurring event, and can have one or multiple attendees. Examples of calendar events are meetings or training sessions.. On the calendar, select the employees for whom you want to create the calendar event. From the details pane, select Add and Calendar event. On the Calendar Event screen, complete the fields and select Save.

No. To create a series of calendar events (instead of a single instance), select Recurring on the Calendar Event screen. From Recurs every __ weeks, specify the number of weeks after which the event should recur. From Occurs on, specify the days on which the event should occur (Monday, for example).

Yes. You can schedule a floating calendar event, where you specify the possible days and range of start times of the event. When you generate the schedule, the scheduling engine finds the optimal day and start time within the time frame you specified when service levels would be impacted the least. To set a floating calendar event, select Floating on the Calendar Event screen. From Start Time Range, specify the days and range of possible start times for the calendar events.

Meetings are scheduled as calendar events. Non-phone time can be scheduled as a working or non-working shift event Time period in WFM when employees are scheduled for specific activities, other than the main shift activity. Shift events can either be productive or unproductive, and can be associated with activities such as Phone, Email, Break and Lunch..

Working shift events are associated with activities that are considered work activities, but are not the main activities of the shift. For example, a shift is associated with the activity Core component of both schedules and time records in Workforce Management (WFM). When an employee performs any kind of work, activities specify the scheduled work and capture employee adherence to their schedule., Phone. A working shift event can be associated with the activities Project Instance of the Speech and Text Analytics application that supports a different language or Line of Business (LOB). or Research.

Non-working shift events are associated with activities that occur during a shift, but are not considered work activities. Common examples are shift events based on the activities Lunch or Break.

Both types of shift events are scheduled in the same way (by creating a shift event). The difference is the activity on which the shift events are based. Also, non-working shift events are on a higher layer in the schedule layer hierarchy than working shift events. So, for example, if a lunch is scheduled on top of a project, the employee is considered to be in adherence Measure used in Workforce Management (WFM) to determine how well an employee’s scheduled activities match their actual, real-time activities. if they take the lunch, and not if they work on the project, during the overlapped period of time.

First, go to User Management Module that an administrator uses to create a profile for each employee in their organization.. Under Employees, select Work Rules. From the left pane, select John Smith. Verify that the Minimum Paid Hours setting is greater than zero. If it is zero, the scheduling engine does not need to include him in the schedule.

If the Minimum Paid Hours setting for John is greater than zero and he is still not being assigned to work, the scheduling engine could not find a way to use this employee in the schedule in order to meet service level requirements.

Under Work Patterns on the Work Rules Assignment screen, make sure there is a work pattern Set of shifts in WFM (usually a weekly set of shifts) that are assigned to employees. A work pattern typically includes one or more shifts and possible days off for one week. added for John.

One more thing to check is whether there are any unavailability events scheduled for John in the schedule. You need to make sure that John is available for work during the shift times.

If the scheduling engine added another shift to the schedule for Jane, it would probably cause her to exceed her Maximum Paid Hours every week. Go to User Management. Under Employees, select Work Rules. From the left pane, select Jane West. Verify that her Minimum Paid Hours and Maximum Paid Hours values are correct. Also, remember that these hours include paid time only. If you define a break in a shift as paid, then that break time counts against the Minimum Paid Hours and Maximum Paid Hours values.

You may be out of employees. Go to Organization Management Module in WFO that allows administrators to set up different hierarchies to manage users from a single, unified, Web interface.. From Hierarchies, select Organization Settings. For the Number of Seats parameter, verify this value. Then, go to Forecasting and Scheduling. Under Employees, select Profiles. From the left pane, select the campaign and scheduling period. The current list of employees linked to the selected scheduling period is displayed in the list. Verify this value, and then look at the number of employees included in the schedule. You might need to increase the Number of Seats to meet your scheduling requirements.

Look at the Staffing graph in the Queue Analytics Feature in Workforce Management that tracks Queue data. Queue Analytics can show the Actual vs. Forecasted metrics. module to see if there is a high amount of understaffing and determine the next step:

• If there is little or no understaffing, the scheduling engine is not giving your part-timers many hours because it does not need them to make a good schedule! If needed, you can force the scheduling engine to give hours to part-timers by specifying the Minimum Paid Hours every week for part-timers in the User Management, module, under Employees and Work Rules.

• If there is some understaffing, but part-timers are still not working, go to the Generate Schedule screen and select the Preferences tab. Look at the Staffing preference parameter in the Employees section. Move the slider towards Overstaffing. To generate the schedule again, select Generate. By doing this, you are telling the scheduling engine that you are willing to accept more overstaffing at times in order to eliminate understaffing.

In the Calendar module, select Page Setup from the File menu, and then select the Settings button to open the Print Settings window. In this window, you can configure the patterns used for printing schedules. Use the test page to see if your pattern choices print to your liking. One or the other of the two custom settings provided usually works for most printers.

The print patterns currently selected for shifts and breaks look the same on your particular printer. In the Calendar module, select Page Setup from the File menu, and then select the Settings button to open the Print Settings window. In this window, you can configure the patterns used for printing schedules. Use the test page to see if your pattern choices print to your liking. One of the two custom settings provided will work for most printers.

You can print the schedule in text formats, which typically take less space than graph formats, or you can resize the graphic schedule printout. To resize the graphic schedule printout, select Page Setup from the File menu, and then select Settings to open the Print Settings window. In the Scale section of this window, you can scale the printout by a percentage or you set the number of pages you want the schedule printed on, and have the scheduling engine automatically resize the schedule to fit.

You can create a set schedule (one that always starts at the same time, for example) by editing the employee’s availability or by creating a customized shift pattern.