Customize when schedules are released

By default, an agent’s schedule becomes visible based on the Global Setting: Number of Weeks Visible in Agent Schedules. Use the Schedule Release Profiles page to adjust the schedule release cycle for individual date ranges and agents.

Schedule release profiles override the default schedule release and can be used to delay and/or provide advance schedule visibility for one or more date ranges. Schedules for dates not specified in a schedule release profile continue to become visible according to the default Global Setting: Number of Weeks Visible in Agent Schedules.

Create and assign a schedule release profile

  1. Enter a unique name for the schedule release profile.
  2. Under Manage Schedule Release Dates, click Add Date.
    1. Enter the Start Date and End Date of the range of dates for which you want to adjust schedule visibility.

    2. Enter the Release Date on which you want to release the schedule for the specified range of dates.

      NOTE   A schedule release profile can include multiple date ranges with separate release dates.

  3. Under Assign Agents, select one or more agents to assign to this schedule release profile.

  4. Click Save.

    EXAMPLE   If today is November 1 and the Global Setting: Number of Weeks Visible in Agent Schedules is set to six weeks, an agent’s schedule for November 1–December 12 is visible by default. If you want to provide agents advance schedule visibility for December 18–31, create a schedule release profile with a Start Date of 2016-12-18 and an End Date of 2016-12-31. Set the Release Date on which you want to release the schedule for these dates. Schedules for all other dates continue to become visible according to the six-week default.

An agent can only be assigned one schedule release profile, which may include multiple date ranges with individual release dates. You can see which schedule release profile an agent is assigned (if any) or assign a new schedule release profile on the Users page (see Manage users).

If you want to automatically assign a particular schedule release profile to new agents, you can select it in WFM Global Settings: Schedule Release Profile (see Configure system-wide WFM settings).

NOTE   Adjusting schedule visibility might impact an agent’s ability to request a schedule trade, schedule offer, or mentoring request. For an agent to make a request of these types, the schedule date (or dates, if trading schedules for different days) must be visible to both the requesting agent and the responding agent.

Field descriptions

Field Description
Schedule Release Profiles
Select Schedule Release Profile (”Edit or delete an existing schedule release profile” only) The name of the schedule release profile you want to edit.
Edit Name A unique name for this schedule release profile.
Manage Schedule Release Dates
Start Date The first day in a range of dates for which you want to specify schedule release.
End Date The last day in a range of dates for which you want to specify schedule release.
Release Date The date on which you want to release schedules for the indicated range of dates. This date can be different for each range in the table.
Add Date Create an additional range of dates for this schedule release profile.
Delete Selected Remove the selected date ranges from the table. To select all rows, select the check box at the top of the table.
Assign Agents
Available/Assigned A list of the available and assigned agents for this schedule release profile. An agent can only be assigned to one schedule release profile at a time.