Objective

Define the weekly hours and timezone used for forecast demand and assigned staffing hours.

Environment

  • You can manage Forecasting Settings.
  • You know the operating hours for each day and the timezone they use.
  • You know which teams or agents should be assigned to the schedule.

Resolution

  1. Open Forecasting Settings → Business schedules. Review the list and reuse an existing schedule when its hours and timezone already fit.
    The Business schedules list shows each schedule’s timezone, weekly hours, and assignment summary.
  2. Select Add Business schedule. Enter a clear name, choose the timezone, and set each day to Closed or to its correct opening and closing times.
  3. Save the schedule. Confirm the list shows the expected timezone and weekly hours.
  4. Select Assign for the schedule and choose the teams or agents that should use those hours. Check the assignment summary to confirm the intended scope.
  5. In the forecasting profile, select the business schedule that should define queue demand hours. Assign a schedule to teams or agents when their staffing hours should follow it.
    Important: Assigned hours limit automated work

    Automated scheduling only gives agents work inside their assigned business schedule hours.

Use timezone-aware hours when you review the schedule.