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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
- In the site map of Copilot Service workspace, select Shift planning in Workforce Management. The My Shift Plans page appears.
- 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.
- Select the Schedule dropdown menu, and then select Auto-Schedule. The Auto-Schedule Criteria pane appears.
- For Duration, select the start and end dates for the activity.
- Set the filters for Agent availability, Match Skills, and Match Queue as required.
- Set the Availability order to either Most Available to Least or Least Available to Most.
- Select Schedule. The schedule board updates and fills the activities for the agents in the activity itinerary.
- Select Publish. The system sends a booking notification to the representatives who are scheduled.