Generate a schedule for a distributed campaign

Generate a schedule for each subcampaign for the distributed campaign Type of campaign in WFM where workload is allocated among the sites regardless of employee availability. A pre-determined percentage of interactions is routed to each site in each interval., as you would schedule for a regular campaign Collection of scheduling periods in WFM, which are defined time periods where specific employees target specific workloads..

You can schedule maintenance tasks that you would typically schedule in a regular campaign. These tasks include adding events, adjusting schedules, locking or unlocking schedules, and adding Overtime (OT) or Voluntary Time Off (VTO).

Before you begin

Allocate percentages for each work queue manually

Procedure

Go to Forecasting and Scheduling. Under Calendar, select Calendar.
From the left pane filters, select the campaign and scheduling period you created to support distributed campaign scheduling components.
From Home, select Generate Schedule.
Set all parameters, and select Generate.

WFM schedules employees with the required skills to meet the forecasted contact The entire communication experience for a customer, from beginning to end. volume and service goals Goals in WFM that allow determining how quickly work should be handled, including service level, Average Speed to Answer (ASA), and deadline goals. for each queue. Schedules are optimized to ensure that you have the right mix of employees available at any time.