Scheduling is the process of planning staff work schedules for the predicted amount of staffing needed. It is done manually by the Eleveo Workforce Management (WFM) user who has full responsibility over the creation of schedules that adhere to local legislation, contact center operation rules, and other relevant factors.
This guide covers the following topics:
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Dependency between draft and production schedules.
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Creating a draft schedule.
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Working with agent requests.
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Selecting previously created draft schedules for use in production.