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
- In the site map of the Copilot Service admin center app, go to Operations, and then select Workforce management. The Workforce management page appears.
- In Shift & Schedule Management, select Manage next to Schedule Management.
- On the Schedule management page, set the Allow agents to accept schedule toggle to On.
- 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.
- Select Save and Close.