Use auto schedule to schedule service representatives

If you have many customer service representatives (service representatives or representatives) to schedule activities for, use the auto scheduler on the schedule board to quickly create a shift plan.

Use auto schedule

1. In the site map of Copilot Service workspace, select Shift planning in Workforce Management. The My Shift Plans page appears.
2. Select the shift plan you want to use to book the representatives, and then select Schedule people on the task bar. The shift scheduler board appears.
3. Select the Schedule dropdown menu, and then select Auto-Schedule. The Auto-Schedule Criteria pane appears.
4. For Duration, select the start and end dates for the activity.
5. Set the filters for Agent availability, Match Skills, and Match Queue as required.
6. Set the Availability order to either Most Available to Least or Least Available to Most.
7. Select Schedule. The schedule board updates and fills the activities for the agents in the activity itinerary.
8. Select Publish. The system sends a booking notification to the representatives who are scheduled.