The scheduling engine created some staffing profiles without any shift Work period in WFM that has a definite length. assignments to satisfy the Target Agent Ratio or Limit # of Agents To constraints.

To address this issue, do one of the following:

1. Prevent more staffing profiles from being created for the current scheduling period. From Forecasting and Scheduling under Staffing Profiles, reduce the Target Agent Ratio percent or the Limit # of Agents To value.

2. Verify that the extra staffing profiles that are created have shift assignments. From User Management Module that an administrator uses to create a profile for each employee in their organization. under Staffing Profile, create an assignment rule Rule used in WFM to support work environments that have complex work rules, rotations, or fairness needs due to employee or union requirements. Assignment rules supplement work patterns. such as Employees must work between 30 and 40 hours per week to the staffing profiles.

The scheduling engine was unable to add the staffing profile Schedule templates used in WFM defined for a certain type of employee with specific skills and work pattern. because it could not create a schedule that complied with the assignment rule defined for the staffing profile. To see how many units were overstaffed or understaffed due to the assignment rule, examine the other messages. Verify that the 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. of the staffing profile is consistent with the assignment rule and could be followed without violating the rule. Also, verify that all other assignment rules assigned to the staffing profile are consistent with the named assignment rule.

The scheduling engine was unable to add the staffing profile because it caused excessive overstaffing. It is unlikely that the scheduling engine added more staffing profiles to the starting schedule. However, it can still change the mix of staffing profiles by removing others and replacing them.

If you want the scheduler to add more staffing profiles of the specified type, there are several possibilities:

• You can set the Scheduling algorithm behavior slider bar toward Prefer Overstaffing in the scheduler options.

• You can increase the forecast from the Forecast Feature in WFM used to estimate the required resources for a specific scheduling period based on historical data. The data in a forecast includes interaction and work volume, and Average Handling Time (AHT). module.

• You can increase the 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. from the Goals & Requirements module.

• You can remove existing employees from the calendar.

The scheduling engine was unable to add the staffing profile because the number of named employees would have been exceeded in the named organization. If you want to add more staffing profiles from the specified organization, increase the number of named employees under Organization Settings in the Organization Management Module in WFO that allows administrators to set up different hierarchies to manage users from a single, unified, Web interface. module.

The scheduling engine was unable to add the staffing profile. It could not create a schedule that complied with the assigned work pattern of the staffing profile. To see if the work pattern was valid, examine the other messages. Check if there were ignored shifts, or if there was a shift possible on every day. Also, verify that the occurrence grid of the work pattern is consistent with the min/max consecutive shifts of the work pattern and the max consecutive working days specified in the organization of the staffing profile.

Even though there were interactions arriving between the specified dates and times, there are no employees scheduled. The employees’ work patterns or work rules Rules in WFM that determine how employees are scheduled, and reflect both the needs of the organization and the individual employees., such as Max Hours, might not have allowed them to be scheduled.

To address this issue, there are several possibilities:

• Add more employees to the scheduling period from the Forecasting and Scheduling Employees module.

• Add more shifts to the employees' work patterns in Work Administration, Work Rules, and Work Patterns, or add more start times to shifts on the Shifts screen of the Work Rules module.

• Increase the employees’ Maximum Paid Hours in User Management, Employees, and Work Rules.

The scheduler was not able to satisfy the Min Agents constraint during the specified times. The employees’ work patterns or work rules such as Max Hours may not have allowed them to be scheduled.

To address this issue, there are several possibilities:

• Add more employees to the scheduling period in the Forecasting and Scheduling Employees module.

• Add more shifts to the employees' work patterns on the Work Patterns screen in the Work Administration Work Rules module, or add more start times to the shifts on the Shifts screen of the Work Rules module.

• Increase the employees’ Maximum Paid Hours in User Management, Employees, and Work Rules.

• Reduce the number specified for the parameter, Schedule at least this number of employees on the Preferences tab on the Generate Schedule screen.

In a skill Defined level of knowledge that an employee needs in order to handle a defined workload in WFM.-based environment, the scheduling engine tries to meet the value defined for the parameter, Schedule at least this number of employees, for every queue Entity that represents demand in WFM. Queues help predict workload by multiplying the volume of customer interactions by their expected handling time.. In this case, it was not able to satisfy this value during the specified times. The employees’ work patterns or work rules, such as Maximum Paid Hours, may not have allowed them to be scheduled.

To address this issue, there are several possibilities:

• Add more employees to the scheduling period in the Forecasting and Scheduling Employees module.

• Add more shifts to the employees’ work patterns on the Work Patterns screen in the Work Administration Work Rules module, or add more start times to the shifts on the Shifts screen of the Work Rules module.

• Increase the employees’ Maximum Paid Hours in User Management, Employees, and Work Rules.

• Reduce the number specified for the parameter, Schedule at least this number of employees on the Preferences tab on the Generate Schedule screen.

This message is given if the week start day of the organization to which the employees belong is more than a day different from the campaign Collection of scheduling periods in WFM, which are defined time periods where specific employees target specific workloads.’s week start day. The scheduling engine always schedules the weeks defined for the organization for the employees who are linked to the scheduling period.

For example, a campaign has a week start of Sunday. Some employees in the scheduling period belong to an organization with a week start of Monday. When this scheduling period is scheduled, those employees are scheduled from Monday to Monday; the scheduling engine does not modify their schedule on the first Sunday of the scheduling period. In this case, it might be difficult to verify that all shift assignments created by the scheduling engine are acceptable.

It is not possible to schedule less than a 100% ratio for staffing profiles. For example, you cannot enter a 60% Maximum Ratio for the full-time staffing profile, and a 30% Maximum Ratio for the part-time staffing profile. To resolve this issue, go to Forecasting and Scheduling, Staffing Profiles, Staffing Profiles. In the Maximum Ratio field for every staffing profile, adjust the value so that the total is 100%.

It is not possible to schedule more than a 100% ratio of staffing profiles. For example, you cannot enter a 40% Min. Ratio for the full-time staffing profile, and an 80% Min. Ratio for the part-time staffing profile. To resolve this issue, go to Forecasting and Scheduling, Staffing Profiles, Staffing Profiles. In the Min. Ratio field for every staffing profile, adjust the value so that the total is 100.

Before generating the schedule, you need to link employees to a scheduling period. To link all employees from all organizations defined for the scheduling period, go to Forecasting and Scheduling. Under Campaigns, select Settings. From the left pane, expand a campaign and select a scheduling period. Under General Settings, select Use All Employees in Linked Organizations. To link specific employees from the organizations defined for the scheduling period, go to Forecasting and Scheduling. Under Employees, select Profiles. Select a campaign and scheduling period, and select Add Employee to SP. Select the employees you want and select Add.

Before generating a schedule, verify that employees are selected from the left pane Employees filter.

For the Employees to schedule parameter on the Preferences tab on the Generate Schedule screen, you have selected either Staffing profiles only or Employees and staffing profiles. Before scheduling staffing profiles, you need to add them to the scheduling period. Go to Forecasting and Scheduling, select Staffing Profiles, and Staffing Profiles. Select the campaign and scheduling period. Then, select the staffing profile and select Add to SP.

It is likely your number of named employees is too low. The number of named employees is set in the Organization Settings in the Organization Management module.

Before the scheduling engine adds any staffing profiles to the scheduling period, clear your employee filter.

You are scheduling a period that starts earlier than the current time. This message is not a fatal one—the scheduling engine continues to schedule, if you want.