Feature Guide - Mobile Scheduler

Workforce Central
Feature Guide
Mobile Scheduling
An guide to understanding, configuring, managing, and using Workforce

Mobile Scheduler in Workforce Scheduler.
Kronos Workforce Central Suite

Version 6.3
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Document Revision History

Document Revision
Product Version
Release Date
Workforce Scheduler 6.3
January 2012
Contents
Chapter 1: Introduction to Mobile Scheduling 5

Chapter 2: Configuring the Mobile Scheduler 7
Enabling and configuring mobile scheduling ................................................ 8
Enabling access employees and managers ............................................... 10
Enabling access managers ........................................................................ 11
Troubleshooting Mobile Scheduling ........................................................... 13
Chapter 3: Managing and Using the Mobile Scheduler 15
Assigning open shifts Mobile Scheduler .................................................. 16
Finding qualified employees Call List ............................................... 16
Contacting employees ........................................................................... 17
Responding to shift offers Mobile Scheduler ........................................... 19
By email ................................................................................................ 19
By SMS ................................................................................................. 19
By IVR .................................................................................................. 20
Notifications Mobile Scheduler ................................................................ 22
Tracking responses Mobile Scheduler ...................................................... 23
Displaying details Mobile Scheduler ................................................. 24
Displaying audits Mobile Scheduler .................................................. 25
Index 27
Introduction to Mobile Scheduling
Filling open shifts is typically a long and repetitive process.

First, find and select employees who are best qualified and available to work the
shifts. Then, contact each employee to offer the shifts this can mean many, many
phone calls. When you find someone who is available and accepts to work the
shift, update the schedule. In some cases, you may have to call back the other
employees to tell them that the shift is taken. Or you may have to track and justify
the reasons one employee got a shift over another. This process takes you away
from productive tasks. If time is short, you may not even be able to find and
contact the right employee.
Managers need an automated tool that can select and contact employees, process
and track responses, assign shifts, and save time.
Mobile Scheduler communicates flexibly, quickly, and easily between managers
and employees.
1. Managers open shifts, then use the Call List to select the employees who best
match the shifts.
2. The Mobile Scheduler automatically broadcasts messages from managers to
the mobile devices of employees by:
Short Message Service (SMS) Text messages
Interactive Voice Response (IVR) Automated voice messages that

accept voice and keypad input
Email
3. Employees accept or refuse the shifts.

4. The Mobile Scheduler assigns the shifts by the order they were accepted or by
match order, and notifies the managers and employees.
5. Managers can track and audit calls and employee responses.
Introduction to Mobile Scheduling
Configuring the Mobile Scheduler
Important: In addition to configuring Mobile Scheduler, communications must

also be configured. Contact Kronos support.
Enabling and configuring mobile scheduling on page 8
Enabling access employees and managers on page 10
Enabling access managers on page 11
Troubleshooting Mobile Scheduling on page 13
Enabling and configuring mobile scheduling

Important: You must enable the Mobile Scheduler with the same settings on each
application server that you use to contact employees. Repeat this topic for each
server.
1. Select Setup > System Configuration > System Settings > Mobile Contact
tab.
2. Enable the Mobile Scheduler:
site.MobileContact.EnableAccess
True Enables access
False (default) Disables access
3. Configure contact methods:

a. site.MobileContact.SMS Select the field (in People Editor > Person tab
> Contacts) that stores the phone number for SMS (Short Message
Service).
b. site.MobileContact.IVR Select the field that stores the phone number
for IVR (Interactive Voice Response).
c. site.MobileContact.email Select the field that stores the email address.
To receive notifications, managers and employees must have an email
address configured.
d. site.MobileContact.CommunicationMethod Select the order of
methods to communicate with employees:
SMS then IVR
IVR then SMS
Note: Email is always sent if an email address is configured.
e. site.MobileContact.mobileprovider.account.userName Displays the
user name of the communication account; up to 256 characters long;
configured by Kronos support
Enabling and configuring mobile scheduling
f.
site.MobileContact.mobileprovider.account.password.rsa Displays
the password to the communication account; configured by Kronos
support
g. site.MobileContact.controllerThreadName Displays the name of the

controller thread that manages the interaction of the Mobile Scheduler
with the communication account; configured by Kronos support. Default
= Mobile Contact Controller. The thread manages Mobile Contact Thread
and Mobile Provider Thread.
4. Click Save.
5. Click Restart Server.
Important: Also, create an email account to receive system messages and
messages that the Mobile Scheduler cannot deliver. Contact your network
administrator.
Feature Guide - Mobile Scheduler
Enabling access employees and managers

Enable access for each employee and manager.
1. Enable the Mobile Scheduler Enabling and configuring mobile
scheduling on page 8.
2. Select the employee or manager.
3. Select People > Person tab.
4. Click Contacts.
5. Select Mobile Contact.
6. Make sure that the phone numbers and email address are correct for each
person.
7. Click Save.
10
Enabling access managers
Enabling access managers

1. Enable the Mobile Scheduler Enabling and configuring mobile
scheduling on page 8.
2. Select Setup > Access Profiles > Function Access Profiles.
3. Either:
Create a new profile Click New. Go to step 4.
Create a new profile that is based on a current profile Select the profile.
Click Duplicate. Go to step 4.
Edit a profile Select the profile. Click Edit. Go to step 5.
Delete a profile Select the profile. Click Delete. Click Yes to confirm.
4. Enter a Name.
Name formats
A Name must be unique, can be up to 50 characters long, and must not
include the following characters: &_*%?:;=()/[]\|#@<>
Tip: Kronos recommends that names have 42 or fewer characters. Later, if
you duplicate this item, the new item has a name called Copy of <original
name>, which adds 8 characters to the original name.
5. (Optional) Enter a Description, up to 250 characters.
6. If this profile is the default for new users, select Default.
7. Select Workforce Manager Department Manager.
8. Select:
Mobile Contact Select Allowed.
Scheduling Select Allowed. Note: Available only if Workforce

Scheduler is installed.
Fill Open Shift To allow managers to contact and offer open shifts to
employees, select Allowed.
9. Click Save & Return.
11
10. Click Refresh.

11. Associate the function access profile to the manager:
a. Select the employee.
b. Select People > Job Assignment tab.
c. Click Access Profiles.
d. Select the function access profile.
e. Click Save.
12. For the manager to receive notifications, enable access the same as for an
employee Enabling access employees and managers on page 10.
12
Troubleshooting Mobile Scheduling
Troubleshooting Mobile Scheduling

If the status of a call is System Cancelled, Partially Completed, or Completed; and
in the Audit, the Outcome column displays:
Error Assigning Employee Contacted The shift could not be assigned,

and the employee was notified.
Error Assigning Employee Not Contacted The shift could not be

assigned, but the employee could not be notified. The manager should attempt
to contact the employee directly to notify the employee.
If the status is System Cancelled:
If the Sent On column in the Audit is empty, the call was not sent. The reason
is at the top of the Audit window:
Employee contact details SMS or IVR number, email address are missing
or not correct.
The mobile account user name or password are not correctly configured.
If the Outcome column in the Audit displays Error Assigning:

The shift could not be assigned to the employee because:
The shift is no longer available.
The employee was terminated.
The day is locked.
An employee rule with a No Save severity level was violated.
To display the reason in a tool tip, hover the cursor over the employees row.
Otherwise, no employee accepted the open shift, and the shift expired.
Note: Dropped calls are treated the same as any termination (hang up, no
answer) after connection. The status can become Completed, Partially
Completed, or System Cancelled depending on other employees' responses.
13
If the communication, network, or internet service are down:
The database saves new tasks.
The system repeatedly tries to send the new tasks until the service is available
again.
The status of new tasks remains In Queue.
The status of other tasks remain unchanged.
If communication is not restored:
The threads that manage the communication stopped. To verify the status,
check System Information > Threads tab. If the Mobile Controller Thread is
stopped, click Restart.
The network or internet service may be down. Contact the network
administrator.
The Mobile Scheduler account may be locked. Contact Kronos support.
14
Managing and Using the Mobile Scheduler
The following topics describe how to manage and use the features of Mobile
Scheduler:
Assigning open shifts Mobile Scheduler on page 16
Finding qualified employees Call List on page 16
Contacting employees on page 17
Responding to shift offers Mobile Scheduler on page 19
Notifications Mobile Scheduler on page 22
Tracking responses Mobile Scheduler on page 23
Assigning open shifts Mobile Scheduler

Note: Open shifts are available only if Workforce Scheduler is installed.
1. In the Scheduler, create open shifts.
2. Find employees to fill open shifts Finding qualified employees Call List
on page 16.
3. Offer the shifts to these employees Contacting employees on page 17.
4. The employees respond to the shift offers Responding to shift offers
Mobile Scheduler on page 19.
5. The Mobile Scheduler assigns the shifts to the employees and notifies the
manager Notifications Mobile Scheduler on page 22.
6. Track or audit the responses from employees Tracking responses Mobile
Scheduler on page 23.
Finding qualified employees Call List

The Call List tab finds employees who are qualified and available to fill an open
shift.
Important: The content of the Call List depends on the configuration of
procedure sets, location profiles, and your display and access profiles in
Workforce Scheduler. Contact your system administrator.
1. From the Scheduler, select a location and time period.
Note: You cannot select the Call List tab from a HyperFind query. Select a
location in Show.
Note: The Call List matches only employees who have a Scheduler license
and have primary jobs at the selected locations. To include employees with
valid transfer jobs, select the corresponding locations.
2. Select the By Employee tab.
16
Assigning open shifts Mobile Scheduler
3. Select the Call List tab.

a. To change the sort order of open shifts, click a column heading.
b. Hover the cursor over an employee or open shift to display a tool tip of
detailed information about the employee, or the shift and segments.
c. Select an Open Shift.
d. From Sorting and Matching Procedure, select a procedure set.
e. Click Reload.
The table displays qualified and available employees in the order of best
match. You cannot sort the table.
Contacting employees
The Mobile Scheduler contacts the selected employees to offer the open shifts.
1. From the Call List tab, click Contact.
2. (Optional) Edit the number of Open Shifts to Assign. The open shifts must be
identical to the shifts described in Parameters.
Minimum = 1
Maximum = The number of identical open shifts that are available
3. Select How to Assign the open shifts:
Assign to First to Accept Assigns shifts in the order that employees

accept
Offer to All, Assign by Match Order Enter the Wait Time (minimum
= 1 minute). Offers the shifts to all selected employees at once. After the
Wait Time expires, assigns shifts by match order to employees who
accepted. Note: The Wait Time starts when you click Send.
17
Note: Because the speed of SMS or IVR messages can vary by message or
telecommunications carrier, employees may not receive all messages at the
same time or in the same order. Normally, employees receive messages within
a minute of transmission. However, several minutes can pass before receipt of
a message. If latency is a concern, select Offer to All, Assign by Match
Order, because you can set the wait time to be long enough to compensate for
variations in transmission time.
4. (Optional) In Employees to Contact:
The table displays qualified and available employees as selected by the Call
List procedure set, ordered by best match. You cannot sort the table.
By default, all available employees are selected. If you de-select

employees, you may have to justify removing employees from the list.
The communication methods are pre-selected according to the

configuration and the How to Assign setting. Each employee can have
either, but not both, SMS or IVR selected. You can select or clear the
SMS or IVR methods if both methods are configured for the employee.
Email is not editable. If configured, an email message is always sent.
Tip: If messages must arrive on time, use IVR or SMS in addition to email.
Email messages may be blocked or delayed to control flooding or denial-ofservice attacks. During periods of high traffic, SMS messages can be delayed.
Note: Employees cannot be selected if they are not configured for SMS, IVR,
Email, the Mobile Scheduler, or Workforce Scheduler; or they are terminated
or not yet hired; or they have a locked day during the shift.
5. Click Send.
18
Responding to shift offers Mobile Scheduler

Employees can receive offers to work available shifts:
By email on page 19
By SMS on page 19
By IVR on page 20
By email
1. Open the email message. It describes the shift.
2. Either:
Accept the shift Click the link. The Mobile Scheduler displays a
confirmation page and notifies the person who offered the shifts. Note: If
the shifts are assigned by best match and after the wait time expires, the
Mobile Scheduler sends you a message to inform you whether you got the
shift.
Refuse the shift Do not respond to the email message.
Note: If the shift is cancelled or assigned to another employee, the Mobile

Scheduler sends you a message and notifies the person who offered the shifts.
By SMS
1. Read the message. It describes the shift, and provides a short code and your
personal identification number (PIN).
2. Either:
Accept the shift Reply to the offer. Enter the code that is given in the
message.
Note: The SMS short codes are:
United States 222444
Canada 701701
19
The Mobile Scheduler sends a confirmation message to you and notifies

the person who offered the shift. Note: If the shifts are assigned by best
match, the message states that you tentatively claimed the shift. After the
wait time expires, you receive a message to inform you whether you got
the shift.
Refuse the shift Do not respond to the message.

Scheduler sends you a message and notifies the person who offered the
shifts.
3. (Optional) SMS keywords are available:
STOP Stop receiving calls by SMS for open shifts. Enter the SMS short
code and STOP. Wait for the confirmation message.
START Start receiving calls by SMS for open shifts. Enter the SMS
short code and START. Wait for the confirmation message.
HELP Request help from the communication account. Enter the SMS
short code and HELP. Wait for the message.
INFO Request information from the communication account. Enter the

SMS short code and INFO. Wait for the message.
By IVR
Note: If the line is busy or does not have voice mail, the Mobile Scheduler tries to
call 3 times, 10 minutes apart.
1. Listen to the message. It describes the shift, and provides a phone number to
call and your personal identification number (PIN).
Tip: Write down the numbers.
20
2. Either:
Accept the shift Press 1.
Refuse the shift Press 2.
Repeat the message Press *.
Respond to a voice mail message Call the Mobile Scheduler phone

number (1 888 744 3839). However, the shifts may be offered to other
employees or expire before you call. When prompted, enter the phone
number that you use for IVR calls. Enter the PIN.
3. Listen for following messages. Important: Each message describes only

one shift. Do not hang up until you confirm that no more shifts are available.
You must accept or refuse the current shift before you can hear about other
available shifts.
Note: If a call is dropped before you can accept a shift, call the Mobile
Scheduler phone number immediately and try again.
4. For another shift, repeat step 1 to step 4.
5. When you finish, hang up.
Note: If the shifts are assigned by best match and after the wait time expires,
the Mobile Scheduler calls you to inform you whether you got the shifts. It
also sends you email messages.
Scheduler calls you and notifies the person who offered the shifts.
21
Notifications Mobile Scheduler

Managers The manager or person who offered the shift:
Receives ongoing notification by email when the status changes.
Receives notification by SMS only when all available shifts are assigned or
end, and the status changes to Completed, Partially Completed, or System
Cancelled. This is a final notification.
Cannot receive notification by IVR. SMS or email must be configured.
Employees As configured, the employees receive notification by email, SMS,

or IVR, if they are assigned or not assigned shifts.
22
Tracking responses Mobile Scheduler

1. The Mobile Scheduler updates the schedule as employees accept shifts. In the
Scheduler, click Refresh to see the changes.
2. Select Mobile > Contact Tracking.
3. Select either:
All My Contact Tasks (default) All calls that you made during the
selected time period. Note: The time period covers the time of the call,
not necessarily the times of the shifts.
List of employees Select an employee to display calls only to that

employee. Click Apply.
The table lists the calls.
Contact Date Time Date and time of the call
Task Type of contact task
Status Current status of the call:

In Queue The call is ready to go to the employees. Note: If the status
does not change, communication may be interrupted. Contact Kronos
service.
In Progress The call was sent to the employees, and the system is
waiting for responses.
Completed The call was sent, some employees responded, and all open
shifts were assigned.
Partially Completed The call was sent. At least one shift was assigned,
but at least one shift remains open. The task is no longer in-progress
because all employees responded, or the shift end time passed. Check the
audit.
System Canceled Either the call could not be sent because of a
configuration error such as an incorrect email address; or the call was
sent, but no shifts could be assigned. In the latter case, the task is no
longer in progress because all employees responded, or the shift end time
passed. Check the audit.
23
Details (not sortable) Describes the task. For a Fill Open Shift task,
describes the open shift.
4. To change the sort order, click a column heading.

5. Hover the cursor over a call to display a tool tip of detailed information about
the shift and segments.
6. To update the list of calls, click Refresh.
Displaying details Mobile Scheduler

(Optional) Display detailed information about a call.
1. From Contact Tracking, select a call.
2. Click Details.
The information is the same as in Contact Contacting employees on page
17, and is read-only.
Task Type of contact task
Parameters Describes the shifts
Open Shifts to Assign Number of open shifts
How To Assign
Assign to First to Accept Assigns shifts in the order that employees
accept
Offer to All, Assign by Match Order Offers the shifts to all selected
employees at once. After the Wait Time expires, assigns shifts by closest
match to employees who accepted. Then, assigns remaining shifts in the
order that employees accepted.
Employees to Contact The table displays qualified and available
employees as selected by the Call List procedure set, ordered by best match.
You cannot sort the table.
Tip: To print the details, make and print a screen shot of the dialog.
3. Click OK.
24
Displaying audits Mobile Scheduler

(Optional) Display a detailed audit of a call:
1. From Contact Tracking, select a call. The status must be Completed,
Cancelled, or System Cancelled.
2. Click Audit.
To refresh, click Audit again.
The table is not sortable.
Match Order Employees contacted as ranked by the Call List and order
of communication method
3. To display a tool tip of more information about errors, hover the cursor over
the row for an employee who was contacted.
4. To print the audit and shift details, click Print. Follow the instructions for
your printer.
5. Click Close.
6. Click Close.
25
26
Index
A
access
employee, enabling 10
manager, configuring 11
audits
mobile scheduler 25
C
Call List tab
mobile scheduler 16
contact information, configuring 8
contact tracking
mobile scheduler 23
mobile scheduler details 24
D
details
mobile scheduler, tracking 24
E
email 5
configuring 8
notifications 22
shift offer, responding 19
employees
access, enabling 10
contact, configuring 8
mobile scheduler, contacting 17
shift offers, responding 19
shifts, mobile scheduler 16
shifts, mobile scheduler Call List 16
F
function access profiles
Mobile Scheduler 11
I
IVR 5
configuring 8
notifications 22
M
managers
access, configuring 11
Mobile Scheduler 5
mobile scheduler
managing 15
N
notifications
mobile scheduler 22
Index
O
offers, shift
responding 19
open shifts
mobile scheduler Call List, assigning 16
mobile scheduler, assigning 16
R
responses
mobile scheduler, tracking 23
S
shifts
offers, responding 19
shifts, open
mobile scheduler Call List, assigning 16
mobile scheduler, assigning 16
SMS 5
configuring 8
notifications 22
status
audit, mobile scheduler 25
system settings
Mobile Scheduler 8
T
troubleshooting 13
28

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Workforce Central

An guide to understanding, configuring, managing, and using Workforce

Kronos Workforce Central Suite

Document Revision History

Workforce Scheduler 6.3

Chapter 1: Introduction to Mobile Scheduling 5

Introduction to Mobile Scheduling

Filling open shifts is typically a long and repetitive process.

Short Message Service (SMS) Text messages

Interactive Voice Response (IVR) Automated voice messages that

3. Employees accept or refuse the shifts.

Introduction to Mobile Scheduling

Configuring the Mobile Scheduler

Important: In addition to configuring Mobile Scheduler, communications must

Enabling and configuring mobile scheduling on page 8

Enabling access employees and managers on page 10

Enabling access managers on page 11

Troubleshooting Mobile Scheduling on page 13

Configuring the Mobile Scheduler

Enabling and configuring mobile scheduling

3. Configure contact methods:

Enabling and configuring mobile scheduling

g. site.MobileContact.controllerThreadName Displays the name of the