Schedule preferences methodology

The scheduling engine uses a set of rankings or preferences to determine when employees are scheduled for work.

In a preferences scheduling model, employees with more seniority or higher ranking Rating of a specific interaction in the search results in Speech Analytics, which is determined by the number of instances of the search term within the interaction, and the interaction’s individual score. have their work preferences satisfied before less senior or lower ranking employees.

Assignment of work hours is based on the availability of those hours determined initially by the creation of the best possible schedule.

Scheduling using preferences does not impact service level Set percentage of interactions in WFM that are handled in a defined unit of time.—preferences are used only if it is possible to do so while maintaining the required service level. The only exception to this is defined by the Service level preferences on the Generate Schedule screen under the Preferences tab.

Preference-based scheduling is used to ensure that schedules are created that provide the best possible customer service with the most efficient use of employee time, while at the same time promoting employee satisfaction, especially among senior or high-ranking employees.

There are two methods of assigning and scheduling preferences:

Work pattern preferences: Enables employees to set a preference for a particular type of weekly pattern or schedule.
Start time and day off preferences: Enables employees to set specific preferences for start times or days off.

These two methods can be used in conjunction with each other.