Puzzel WFM 16-point process

The following section details the 16 point process that gives the quickest way to be up and running. This is only a recommendation and the process does not have to be done in this order.

Step 1

• Create the campaign(s)

Step 2

• Create site(s)

Step 3

• Create Custom Activitiy Types

Step 4

• Creating Skills
• Creating Skill sets

Step 5

• Create Queues

Step 6

• Create users manually

Step 7

• Create Teams & Assign Supervisors

Step 8

• Import/Build Agents

Step 9

• Import Historical Information (if required). This needs to the done for each campaign.

Step 10

• Import Holiday/Vacation Allocation(s).This needs to the done for each campaign.

Step 11

• Create shifts
• Assign shifts to agents

Step 12

• Assign Skillsets to Agents

Step 13

• Forecasting Module
  • Calendar view
  • Creating a Forecast using the Wizard
  • Viewing Forecast
  • Editing Forecast
  • Copying Forecast

Step 14

• Create schedule

Step 15

• Campaign and date selection
• Edit schedule, add activities
  • Edit schedule
  • Adding activities to schedule

Step16

• Publish the schedule