Overview
Scheduling shifts in the contact center can be difficult. Circumstances can cause sudden changes, like moving scheduled activities when things are frenzied or adding a training session when you have enough employees to meet staffing requirements. By optimizing schedules across the contact center, you can meet service-level agreements (SLAs) and increase customer satisfaction while boosting profits and lowering costs with fewer agents. This guide provides a general description of the scheduling functionality offered by CXone Workforce Management (WFM) and a collection of suggestions to address common scenarios during usage.