Scheduling - Plainwise

One mayor component of the TimeWise product is the schedule and it's settings. It literally defines from start to end how callers can interact with the system. Therefore, it must be set up with care. We will help you get a better understanding on the how and why.

Core concepts

Let's first get up to speed with what the scheduling component of Timewise is and does.

How to access the Schedule

Finding the schedule should not be the hardest, but let's get you on the way. Let's start by going to the Portal and log in.

Then you have several options to go to your schedule:

In the dashboard, click on 'View' below the large card with "View your schedule"
On the navigation sidebar on the left of your screen, click: "Schedule"

Key Variables to Understand

To effectively set up the schedule, it's important to understand the following key variables that determine how the schedule operates:

Agents: A physical person who is responsible for carrying out tasks.
Event: A specific task that is performed by an agent.
Interval: The time, measured in minutes, between two consecutive events.
Plan Ahead: The ability for a caller to schedule an event in the future, beyond the current day.

What can you do with the Schedule?

In the schedule tab, you define the availability of agents for handling specific tasks, categorized by type. Here’s what you can configure:

Set Agent Availability: Define the days and times when agents are available to handle tasks for specific categories. For example, on Monday, you can make three agents available between 09:00 and 11:00 to handle tasks in Category X.
Manage Time Slots: Control the time frames for each category by assigning a certain amount of agents to time slots. This prevents scheduling conflicts and ensures efficient task handling.
Handle Multiple Categories: You can define different availability settings for multiple categories, allowing flexibility in how your agents manage various tasks.

By setting these configurations, you allow callers to schedule their tasks within the defined time slots, ensuring that enough agents are available to handle the appropriate categories.