Enable schedule management to improve customer service

Schedule management lets you organize service activities for your customer service representatives (service representatives or representatives). It offers you the following benefits:

• Ensures that representatives are scheduled optimally and efficiently to avoid disruptions in service.
• Helps your organization improve the quality of service for your customers.

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 sets the schedule to rejected status automatically.

5. Select Save and Close.