In the Schedule Manager, you can manually add, edit, and remove activities from an agent's schedule.
This lets you be more flexible, making changes as needed. If there is a sudden surge in calls, you might cancel a meeting, or move breaks around if too many agents are scheduled for a break at the same time. You can even turn overstaffing into an opportunity, setting up coaching for your extra agents.
In addition to adding activities, you can also copy activities from one shift to another, or move activities by dragging and dropping them.
If you move an activity over another one, the activity with the higher priority will be put in the schedule.
To add an activity:
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Click the app selector
and select CXone WFM. -
Click Schedule Manager.
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Click in the agent's schedule time line and select Add Activity.
Adding an activity is possible both inside and outside of a shift.
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Select an activity code from the drop-down list.
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Select Start and End times and dates.
Remember, if you open the calender month viewer to select dates, a green dot under a day indicates that a schedule has already been published for that date.
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Enter Comments if necessary.
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Click Create.
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Click Save.
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If you want to send the updated schedule to your agents click Publish. The updated schedule will appear in their My Zone application.