Working With Production Schedules

Overview

A production schedule is a final schedule that is used by the contact center. Any previously created draft schedules can be put to production.

Checking Production Schedules

To display an existing production schedule, expand the Scheduling module within the navigation tree and click Studio. The Scheduling Studio screen will display.

The status of the schedule (In Draft, In Production or Auto Scheduling in progress) is displayed in the Status column:

The menu on the right allows further actions in regard to the production schedule:

• the View button allows for the reviewing of the schedule – this option is available only to a user with the WFM_ANALYST role assigned

• the Edit button allows for the modification of the schedule – this option is available only to a user with the WFM_SCHEDULER role assigned

• the Delete button allows for the removal of the schedule – this option is available only to a user with the WFM_SCHEDULER role assigned

The table below shows which icons allow particular users for specific actions:

Note that the production schedule cannot be removed!

Selecting a New Production Schedule

To put a schedule to production, click the Edit button in the Actions column for the schedule that you wish to put to production.

Click Next step to navigate to the second step of the wizard. Click the Put to Production button to put the schedule to production.

The In Production icon next to the schedule's name indicates that this schedule is in production.

All people affected by this schedule will be notified by email about the new production schedule.

Note, that each person needs to have an email address configured from within User Management first. People who don't have an email address configured will not be notified. 

If any person is already used in another production schedule for the same time range, but for different queues (there are no queue(s) is common with the new schedule), an error message will display. However, if the new schedule has at least one queue in common with the schedule that the person is already used in, the person can be successfully assigned and her schedule will be overwritten with the new one.

When the schedule is successfully put to production and emails are sent, a confirmation will display in the top right corner of the screen.

If the emails cannot be sent correctly, an alert will display. However, the schedule will still be published as expected.

Editing the Production Schedule

To edit a production schedule, click the Edit button in the Actions column for the schedule.

The Edit Schedule screen will display. The Schedule name parameter can be modified in the first step of the schedule wizard.

Click Save to update the schedule without having to proceed to the second step. Alternatively, click the Next step button to proceed to the second step.

The second step of the wizard allows people to be added to the schedule, as well as for changes to the schedule elements assignment and Working in Office/Working Remotely statuses to be modified. More information about schedule configuration can be found on the page Adding a New Schedule.

Note that if the schedule is already in production, only the current day and all days in the future can be modified. It is not possible to modify dates in the past. Also, it is not possible to remove people assigned to the production schedule.

Click Save to apply changes. Click Cancel to abandon changes or Previous step to go back.

A dialog window will indicate any unsaved changes. Click Save and leave to save changes before leaving the Scheduling page or Leave to abandon changes. Click Cancel to close the dialog window and continue working with the schedule.

Note that after clicking the Save button you will stay on the Edit Schedule screen. Use the navigation tree on the left to go back to the Scheduling Studio screen or to another screen.

All people affected by this schedule change will be notified by email about the new production schedule.

Removing a Schedule From Production

To remove a schedule from production, click the Edit button in the Actions column for the schedule which is in production.

Click the Next step button to navigate to the second step of the wizard. Click the Put to Draft button to remove the schedule from production.

The In Draft icon next to the schedule's name indicates that this schedule is no longer in production.

All people affected by this schedule will be notified by email about the removal of the production schedule.

Note that each person needs to have an email address configured from within User Management first. People who don't have an email address configured will not be notified. 

When the schedule is successfully removed from production and emails are sent, a confirmation will display in the top right corner of the screen.

If that email cannot be sent correctly, an alert will display. However, the schedule will still be removed as expected.