Generate a schedule for Operations

Generate a schedule for the Operations queues you created. Make sure to enable Linked Queue Forecasting before generating the schedule.

Before you begin

Set deadline goals for Operations

Procedure

Go to Forecasting and Scheduling. Under Calendar, select Calendar.
From the left pane filters, select the campaign and scheduling period you created for Operations queues.
From Tools, select the X on the Linked Queue Forecasting button to change it to a blue check mark.
This button ensures that linked queues (or queues used for Operations) are included in the next generated schedule.
From Home, select Generate Schedule.
Set all parameters, and select Generate.

The WFM application schedules employees to meet the forecasted volume and deadline goals for the Operations root queue. Schedules are optimized to ensure that you have the employee requirements based on the set deadline goals.

If you update the schedule (such as adding time off, meetings, and training), it affects the volume of work generated for the target work queues. To recalculate the volumes for the target work queues, enable Linked Queue Forecasting and select Recalculate statistics from Statistics.

What to do next

Track volume, status, and history of work items