Schedule

In Workforce Management (WFM), an arrangement of shifts, breaks, meals, exceptions, and so on, that is based on the predicted workload and the available agent pool. WFM builds schedules that are optimized within the site’s business constraints. Constraints include available people who have required skills, service-objective requirements, employment contracts, business policies, and agent preferences. An optimized schedule ensures the least possible overstaffing, while still meeting service objectives.

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