Schedules

Author: CCa2z

Date: 30th October 2009

Schedules, also called rotas and shifts, are produced to inform staff of their personal attendance requirements.

Once service level base staffing has been calculated and rostered staff factors applied to cover staff shrinkage, schedules are produced.

These show daily start and finish times and are generally produced one month in advance.

Schedules can be produced manually or through workforce management software.

Breaks should be identified on the schedule but some contact centres would only ratify break times in real-time, having regard to peak traffic management.


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