Create a schedule plan

<a class="link" href="https://servicenow.com/docs/bundle/zurich-customer-service-management/page/product/customer-service-management/concept/c_CustomerServiceManagement.html" title="The ServiceNow Customer Service Management enables you to provide the service and support that your external customers need. For example, your customers can communicate and receive support through the web, email, chat, telephone, and social media.">Customer Service Management > <a class="link" href="https://servicenow.com/docs/bundle/zurich-customer-service-management/page/product/workforce-optimization-for-customer-service-configurable/concept/configurable-wfo-cs.html" title="Manage and maintain the productivity of your workforce from a single application using Workforce Optimization for Customer Service. With this application, you can efficiently route work to your team, manage your team's skills and schedules, and monitor their performance.">Workforce Optimization for Customer Service > <a class="link" href="https://servicenow.com/docs/bundle/zurich-customer-service-management/page/product/workforce-optimization-for-customer-service-configurable/concept/use-configurable-wfo-cs.html" title="Enhance the quality and efficiency of your teams using channel management capabilities, smart scheduling, team structure, and real-time refreshing single scores. Monitor chat conversations and help agents on cases. Assess the quality of tasks completed, recommend skills for agents, and train them to address skill gaps.">Using Workforce Optimization for Customer Service >

Manage your team's schedule by creating a schedule plan that covers a span of time and includes your team's work shifts. You can also assign agents to shifts based on their skills and availability. This way, you can make sure that you are using your resources in the best way possible for your organization.

Role required: sn_shift_planning.admin

You can set the number of days to cache agent schedules using the sn_shift_planning.number_of_days_to_cache <a class="xref" href="https://servicenow.com/docs/bundle/zurich-customer-service-management/page/product/workforce-optimization-for-customer-service-configurable/reference/components-installed-configurable-wfo-cs.html" title="Several types of components are installed with activation of the CSM Configurable Workspace (sn_csm_wfo_workspa) plugin, including user roles, key performance indicators (KPIs), scheduled jobs, properties, and tables.">system property . The Total coverage/demand row displays the number of agents covering each shift in a day. The day view displays the demand for the number of agents forecast for every hour in a day. For example, 4/5 shows that you have four agents scheduled for an hourly time slot, 11 AM to 12 PM and the agent demand forecast for that hour is 5.

Navigate to Workspaces > Manager Workspace . Click the Schedule ( ) icon. Create a schedule plan. Click the Team Calendar tab. Note: You can analyze the staff alignment for a day, week , or month . In the contextual side panel, click the show schedules icon to display the schedules. In the Schedules panel, click icon. In the Name field, enter a name for the schedule plan. From the Start Date field, select a date to start the schedule plan and click OK . From the End Date field, select a date to end the schedule plan and click OK . Click Save schedule . You can view the schedule of all agents in the assignment group that you directly or additionally manage. Add a work shift to the schedule plan. Note: To add more shifts to an existing schedule plan, select the schedule plan and then add the work shift.

In the contextual side panel, click Add Shift . In the Shift field, select the work shift that you want to add to the schedule plan. In the Event type field, select the work event that categorizes the work shift.

Add agents to the work shift. In the Agents field, search for agents and add one or more agents to add to the shift. Click Save .

Note: It may take a few minutes for the screen to refresh.

The schedule plan is created in Draft state.

<a class="xref" href="https://servicenow.com/docs/bundle/zurich-customer-service-management/page/product/workforce-optimization-for-customer-service-configurable/task/generate-preview-schedule-plan-configurable-wfo-cs.html" title="Generate a preview of your schedule plan and publish it so that your agents can see their shifts and schedules ahead of time. You can unpublish a schedule to make changes and then publish it again.">Publish a schedule plan for visibility into team coverage .

Parent Topic: <a class="link" href="https://servicenow.com/docs/bundle/zurich-customer-service-management/page/product/workforce-optimization-for-customer-service-configurable/concept/scheduling-configurable-wfo-cs.html" title="By using Scheduling, you can manage your workforce resources efficiently by planning and managing schedules, staffing, and shifts across your teams all from one location. You can also integrate with on-call scheduling and create shifts and schedule for on-call rotations.">Scheduling in Workforce Optimization for Customer Service