Definition

A forecast estimates future support demand and the staffing coverage needed for it. A schedule turns that planning input into shifts and activities for agents over a selected period.

Context

Use a forecast-driven schedule when you want planned staffing to reflect expected work across the queues and channels in the forecast.

A visual overview of WFM setup settings and their connections. Solid lines show the main setup flow; dashed lines show optional planning links. Select the image to inspect it at full size.

Teams can also build a schedule manually. Forecast-driven generation is the path that uses a completed forecast as an input.

Note: A draft needs review

Forecast-driven generation creates a schedule draft. A planner reviews and publishes it before agents can see it.

Attributes

  • Demand estimate: ZenOps WFM can generate forecasts from historical support data or use uploaded forecast data. Forecasts contain interval-level volume and staffing coverage requirements.
  • Schedule inputs: To generate a schedule, select a completed forecast and set the schedule period and timezone. The scheduling process uses forecast coverage, eligible people, and applicable scheduling constraints. Shift plans support later pattern editing.
  • Planner review: Generation creates a schedule draft. A planner reviews the shifts and activities, checks validations, makes any needed edits, and publishes the schedule when it is ready.
  • Agent visibility: Agents can view a published schedule in My Schedule. For the planner controls used during review, see How To Review An Existing Schedule.

For the overall product workflow, read What ZenOps WFM Does.