Horizontal Scheduling

The Schedule Horizon is the period of time between the development of a schedule and its subsequent cycles. Schedules can be developed on a weekly basis or with horizons greater than six to twelve months, depending on the employee and the call center. timetable horizon. The time interval between cycle production of schedules. Some call centers operate on a weekly schedule horizon, while others operate on a six- to twelve-month schedule horizon with the same schedule plan. script. The written language and logic that must be followed when managing a contact in order to assist the agent in concentrating on the contact’s content. degree of service.