Add an agent to an existing schedule

Ad-hoc scheduling allows you to integrate specific agents into a service queue’s existing schedule without rerunning the schedule. This avoids disrupting the existing agents’ schedules.

Some reasons you would use ad-hoc scheduling include adding newly hired agents to an existing schedule or an agent who returns from leave.

Important to note

• Ad-hoc scheduling uses only the Balanced scheduling method.
• Ad-hoc schedules start on the default first day of the week.
• Ad-hoc scheduling can be used with fixed, variable, and dynamic availability work shifts.
• Ad-hoc scheduling applies to agents who are multiskilled, either as a member of multiple service queues or of a multiskill group.

Generating an ad-hoc schedule

Generate an ad-hoc schedule

1. Access the Schedule Request page.
2. By default, the Balanced option is selected. This is the only scheduling method allowed with ad-hoc scheduling.
3. Select the Ad-Hoc Scheduling check box.
4. From the Available pane, select the one or more agents you want to schedule and move them to the Assigned pane.

5. Configure the dates you want the selected agents scheduled for. Enter the start date and the number of weeks for the period you want to schedule. The start date used is the configured First Day of the Week of the week that contains the date you enter.

   NOTE   If an agent is to start mid-week, you can put in unpaid exceptions for the days they are not there and then run the ad-hoc schedule for the week.

6. Select the Rotate work shifts check box if you want WFM to automatically rotate work shifts according to the work shift rotations configured for each agent scheduled. If the check box is not selected, you must configure a work shift for the specific week on the agent’s Users page, or the agents must have completed their dynamic scheduling work shift selection for those weeks.

   BEST PRACTICE   Always select the “Rotate work shifts” check box even if you are not rotating work shifts. If the date on a work shift configured for an agent does not match the dates for this schedule, the schedule run will fail. When the check box is selected and you do not rotate work shifts, WFM ignores the date listed on the work shift configured for the agent and, in effect, rotates the single work shift from week to week.

7. Schedule when you want the request to run. By default, the request is run immediately.

   NOTE   Schedule requests can run concurrently as long as they do not include the same agents or service queues.

8. Click Submit.