How can we help?

1. Overview
2. Who can use it?
3. Important Information
4. Open Meeting Finder
5. Configure the meeting request
6. Review suggested times
7. Check conflicts
8. Save the meeting
9. Meeting Finder result history
10. Best Practices

Overview

Meeting Finder suggests the best times to schedule meetings with agents, based on:

• Their existing schedules (shifts, breaks, tasks)
• Forecasted demand and service levels

It helps Team Leads schedule meetings without causing unnecessary understaffing.

Who can use it?

• Resource Planners / Team Leads
  • Can run Meeting Finder and schedule meetings based on the suggestions.

Other users (e.g., agents) only see meetings that have already been scheduled in their schedules.

Important Information

When using Meeting Finder, please note:

• Only event types with the usage “Meeting” can be selected.
• The meeting duration cannot exceed 4 hours.
• Meeting time must be within the existing Schedule Window:
  • The search range and the final meeting end time must be inside the configured Schedule Window
    (default: 6 weeks, configurable under Configuration → Timeline).
• You can only have one Meeting Finder task running at a time:
  • If you have a pending or running task, you must wait until it finishes before submitting a new one.
• Time period rules:
  • The start time cannot be in the past.
  • The end time cannot be later than the scheduled end time defined in the timeline configuration.

Open Meeting Finder

1. Go to your WFM scheduling area, where you create meetings.
2. Start creating a Meeting event.
3. Choose the option to get suggested meeting times (Meeting Finder) instead of manually picking a time.

Note: Exact labels will follow the product UI.

Configure the meeting request

In the Meeting Finder flow:

1. Enter meeting details
   • Name/title.
   • Select an event type that is classified as Meeting (or a Meeting subtype).
   • Set the duration (up to 4 hours).
2. Select attendees
   • Add the agents who need to join the meeting.
3. Define the time window
   • Choose the date/time range within which the meeting can take place.
   • Make sure:
     • The start is not in the past.
     • The end is within the configured Schedule Window.
4. The timezone: by default, the timezone is taken from the user creating the meeting.
5. Submit the request
   • Click the button to search/get suggestions.
   • If you already have a pending or running Meeting Finder task, you will see an error and must wait for it to finish.

Review suggested times

Meeting Finder returns a list of suggested meeting times.

For each suggestion, the UI will:

• Show which agents can attend and the filling status.
• Display Service Level and Staffing Level impact as a +/– value
• Show which queues are most impacted by that suggestion.

You can use these indicators to choose a time that:

• Allows as many attendees as possible.
• Minimizes impact on service levels and staffing.

Check conflicts

For each suggested time, Meeting Finder will highlight conflicts, such as:

• The meeting is during no shift time for some attendees.
• It overlaps time off events.
• It overlaps another meeting.
• It is during understaffed periods.
• It overlaps break events.

Save the meeting

When you are satisfied with a suggestion:

1. Select your preferred suggested time.
2. Click Save. The meeting is created for all selected attendees at the chosen time.

Meeting Finder result history

Meeting Finder provides a “Meeting Finder Result History” list:

• It is accessible, but secondary to the main scheduling workflow.

• You can use it to:
  • Review past Meeting Finder runs.
  • See previously suggested times and what was chosen.

Best Practices

• Use Meeting Finder for:
  • Training sessions
  • Team meetings
  • Coaching blocks when maintaining service level is critical.
• Always:
  • Check staffing impact (+/–) before finalizing.
  • Avoid options with strong understaffing values unless you intentionally accept the risk.
• For large groups:
  • Consider multiple smaller meetings or sessions (phased rollout), especially when demand is tightly staffed.