Create a campaign and scheduling period for outbound scheduling

Link outbound work queues and inbound work queues to the same scheduling period. Campaigns to which outbound work queues are linked must be skill Defined level of knowledge that an employee needs in order to handle a defined workload in WFM.-based campaigns.

Before you begin

Set up work rules based on outbound activity

Procedure 

1. Create a campaign Collection of scheduling periods in WFM, which are defined time periods where specific employees target specific workloads.:

   1. Go to Forecasting and Scheduling. From Campaigns, select Settings.

   2. Select Create Campaign.

   3. Complete the fields for the campaign, and select Save.

2. Create a skill-based scheduling period:

   1. Select Create Scheduling Period.

   2. Complete the fields on the first screen, and select Save.

   3. Under General Settings, select Skill Based.

   4. Do one of the following:

      • To link all employees from all linked organizations to the campaign, select Use All Employees in Linked Organizations, select Save, and go to step 4.

      • To link specific employees (to whom you have linked the skills), select Save, and go to step 3.

3. To link specific employees to the scheduling period:

   1. Go to Forecasting and Scheduling. Under Employees, select Profiles.

   2. From Campaign, select the campaign to which you want to link employees.

   3. From Period, select the scheduling period to which you want to link employees.

   4. Select Add Employee to SP.

      The employees displayed are associated with the organizations defined in the Organization field in the Settings workspace Area within an application window where the user interacts with the program. under Campaigns. You can only select employees associated with these organizations.

   5. Select the employees you want and select Add. To select all displayed employees, select Select All.

   6. Select Save.

4. Assign both inbound and outbound queues to the same scheduling period:

   1. Go to Forecasting and Scheduling. From Campaigns, select Queues.

   2. Under Campaign Name, expand the campaign and select the scheduling period to which you want to link the work queues.

   3. To add a queue Entity that represents demand in WFM. Queues help predict workload by multiplying the volume of customer interactions by their expected handling time. to the scheduling period, select Add Queue to Scheduling Period.

   4. Select the queues you want and select Add Selected Queues.

   5. Select Save.

What to do next 

Forecast each outbound work queue

Related topics 

Workflow: Define a campaign and scheduling period