When creating a load-based schedule, you specify the week to schedule along with short-term forecast, and the scheduling process then looks for work plans currently configured for that management unit and associated agents for building the schedules.
Workforce Management depends on a series of steps... From a high-level:
- Create a management unit
- Create and configure service goal groups which associated queues+media types along with desired service performance metrics
- Associate agents with the management unit
- Optionally modify/add activity codes
- Create and configure work plans
- Create a short-term forecast
- Generate a load-based schedule
- Monitor peformance
The user interface, specifically the vertical menu under Workforce Management, presents this order as does the article arrangement in the resource center (https://help.mypurecloud.com/articles/about-workforce-management/).
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Jay Langsford
Senior Director, Workforce Optimization Engineering
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Original Message:
Sent: 01-24-2019 07:38
From: Roisin Floyd
Subject: WFM - WORKPLANS
How\when do work plans take affect
You create a workplan but how does it link to schedules .?
#Unsure/Other
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Roisin Floyd
Wren Data Ltd.
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