Scheduling

Create and manage employee schedules with ezyWFM's powerful scheduling tools.

Overview

ezyWFM scheduling features include:

• Shift template management
• Manual and auto-generated schedules
• Skills-based assignment
• Shift bidding for employees
• Schedule publishing workflow

Shift Templates

Creating Templates

Templates define reusable shift patterns:

1. Go to Scheduling → Templates
2. Click Create Template
3. Configure the template:

| Field | Description | Example | |-------|-------------|---------| | Name | Template identifier | Morning Shift | | Start Time | Shift start | 08:00 | | End Time | Shift end | 16:00 | | Break Duration | Minutes of break | 60 | | Days of Week | Applicable days | Mon-Fri | | Color | Visual identifier | #3b82f6 |

Break Rules

Define multiple break periods within a template:

{
  "breakRules": [
    {
      "startOffset": 120,
      "duration": 15,
      "type": "break"
    },
    {
      "startOffset": 240,
      "duration": 60,
      "type": "lunch"
    },
    {
      "startOffset": 360,
      "duration": 15,
      "type": "break"
    }
  ]
}

Creating Schedules

Manual Schedule Creation

1. Go to Scheduling → Schedules
2. Click Create Schedule
3. Enter schedule details:
   • Name (e.g., "Week of Feb 1")
   • Start and end dates
4. Click Create

Adding Shifts Manually

1. Open a schedule
2. Click on a day/time slot
3. Select employee and template
4. Confirm the assignment

Auto-Generation

Let ezyWFM generate optimal schedules:

1. Create a new schedule
2. Click Auto-Generate
3. Configure options:

| Option | Description | |--------|-------------| | Employees | Select who to schedule | | Templates | Which shift patterns to use | | Coverage Target | Minimum agents per interval | | Respect Availability | Honor employee preferences | | Balance Hours | Distribute hours evenly |

1. Review generated shifts
2. Make adjustments as needed
3. Save the schedule

Schedule States

Draft

• Being created or modified
• Not visible to employees
• Can be freely edited

Published

• Finalized and visible to all employees
• Agents can see their shifts in Self-Service
• Changes notify affected employees

Locked

• Historical schedules
• Cannot be modified
• Used for reporting

Publishing Schedules

1. Review all shifts in the schedule
2. Verify coverage meets requirements
3. Click Publish
4. Confirm the action

Shift Bidding (Pro+)

Allow employees to bid on available shifts.

Setting Up Biddable Shifts

1. Create shifts without assigned employees
2. Mark shifts as Biddable
3. Set bidding window (start and end dates)
4. Publish the bidding opportunity

How Bidding Works

1. Employees see available shifts in Self-Service
2. They submit bids with priority preferences
3. When bidding closes, admins review bids
4. Assign shifts based on seniority, skills, or other criteria

Skills-Based Scheduling

Configuring Skills

1. Go to Settings → Skills
2. Create skills (e.g., "Billing", "Technical Support")
3. Assign skills to employees with proficiency levels

Skill Requirements

When creating shifts, specify required skills:

• Shifts only show to qualified employees
• Auto-generation considers skill requirements
• Reports track skill coverage

Schedule Reports

Coverage Analysis

View staffing coverage vs. requirements:

• By day and interval
• Identify gaps and overstaffing
• Compare to forecast needs

Hours Summary

Track scheduled hours:

• Per employee
• Per team
• Against weekly targets

Cloning Schedules

Save time by cloning an existing schedule instead of building from scratch.

How to Clone

1. In the Schedule Calendar, select the schedule you want to copy
2. Click the Clone button next to the schedule status
3. Enter a name for the new schedule (defaults to "Copy of [original]")
4. Pick a start date (defaults to the following week)
5. The end date auto-calculates based on the original schedule's duration
6. Click Clone Schedule

The cloned schedule:

• Starts as a draft (ready for review before publishing)
• Copies all shift assignments (same employees, same templates)
• Offsets all dates to the new date range

Best Practices

1. Create templates first: Define all shift patterns before scheduling
2. Use auto-generation: Save time and optimize coverage
3. Clone weekly: Duplicate last week's schedule and adjust rather than starting fresh
4. Publish early: Give employees time to plan
5. Enable bidding: Improve satisfaction with shift preferences
6. Review before publishing: Check for gaps and conflicts

Next Steps

• Set up time tracking
• Monitor adherence
• View scheduling API