Enable schedule management to improve customer service

Schedule management helps you organize service activities for your customer service representatives (service representatives, representatives).

It provides the following benefits:

• Schedule representatives efficiently to avoid service disruptions.
• Improve service quality.

Prerequisites

Complete the steps in Set up user management.

Enable schedule management

1. In the site map of the Copilot Service admin center app, go to Operations, and then select Workforce management. The Workforce management page appears.
2. In Shift & Schedule Management, select Manage next to Schedule Management.
3. On the Schedule management page, set the Allow agents to accept schedule toggle to On.
4. For Schedule acceptance deadline (days), set the number of days for a service representative to be able to accept their schedule.

   Note

   If the representative doesn't accept or reject within the deadline, then the system automatically sets the schedule status to rejected.

5. Select Save and Close.