528 Chapter 18 Workforce Scheduling
Scheduling breaks
To schedule breaks using Schedule Builder
1. In Schedule Builder, click the General tab.
2. Under Schedule/Optimize, select the Breaks check box.
3. Under Event selection, on the Break selection tab, select the check boxes of the break types to add
to the schedule.
4. Click the Shift & Break options tab.
5. Under Schedule/Optimize breaks, select the check boxes of the shift types to apply breaks.
6. If you want to schedule employees to cover for breaks, select the Cover for breaks check box.
7. Under Distribution, specify how breaks will be distributed.
• If you want to reduce the number of concurrent breaks, select Reduce the number of
concurrent breaks.
• If you want to distribute breaks using a fixed offset, select Schedule breaks and specify the
number of minutes apart.
Generating schedules with forecast data
To build a schedule with forecast data using Schedule Builder
1. In Schedule Builder, click the General tab.
2. Under Schedule Builder method, after Method, select Forecasted data.
3. If you want fewer employees scheduled than are forecasted, move the slider towards Under
schedule.
4. If you want more employees scheduled than are forecasted, move the slider towards Over schedule.
5. If you wan t to adjust the number of forecasted employees, next to Increase/decrease the number of
forecasted employees by, enter a number.
Generating schedules without forecast data
To build a schedule without forecast data using Schedule Builder
1. In Schedule Builder, click the General tab.
2. Under Schedule Builder method, after Method, select Explicit.
3. After Number of employees to schedule, enter a number.
4. If you want fewer employees scheduled than are forecasted, move the slider towards Under
schedule.
5. If you want more employees scheduled than are forecasted, move the slider towards Over schedule.
Generating schedules for your entire workforce
To build a schedule for your entire workforce using Schedule Builder, regardless of employee availability
1. In Schedule Builder, click the General tab.
2. Under Schedule Builder method, after Method, select Entire workforce.
3. If you want to enable employee filtering, select the Enable employee filtering check box.
Selecting employees
To select the employees you want to schedule using Schedule Builder
1. In Schedule Builder, click the Employee filtering tab.
2. If you want to filter employees by agent group, under Agent group, select the check boxes of the
agent groups to schedule.
3. If you want to filter employees by their skills, under Skill, select the check boxes of the required skills.
Otherwise, skip to step 6.