.Agent Scheduler Settings vU12

You can use the Settings tab of the Agent Scheduling window to define the work schedule for agents, approval workflows for requests sent by agents, and thresholds for compliance. Depending on the settings, agents can perform the following actions on the Agent Desktop:

• View their work calendar
• Request leave
• Request swapping of shifts

The Settings tab contains the following subtabs:

• General
• Time Off Categories
• Areas
• Adherence Thresholds

Configuring General Settings

To define a shift (such as the first day of the week, time format, start and end time, and the duration of break); allow shift notifications; and to allow agents to swap shifts and request leaves, in addition to configuring the respective approval workflows:

1. On the Configure tab of the LiveVox Portal, click Agents > Agent Scheduling. Alternatively, on the WFO tab of the LiveVox Portal, you can click WFM > Agent Scheduling.
   The Agent Scheduling window appears.
2. Click the Settings tab.

3. On the General subtab, specify values in the following fields.

   Field	Description
   First day of the week	This field contains the days of the week as options. Select the day when you want the work week to begin for a shift.
   Time format	If you want the time in the shift to appear in the 12-hour time format, select 1:00 pm. If you want the time in the shift to appear in the 24-hour time format, select 13:00.
   Open time	Select the start time of the shift.
   Close time	Select the end time of the shift.
   Default break duration	Select the duration of the break.
   Shift Notifications On	Select this checkbox only if you want agents to be notified when their shift is about to begin after five minutes or when the shift begins.
   Allow agents to swap shifts	Select this checkbox only if you want to enable agents to request swapping of their shifts with other agents. The agent who receives a shift swapping request can accept or reject the request.
   Require manager approval for swaps	Select this checkbox only if you want the shift swapping requests to be sent to the shift manager for approval. The shift manager is the user that appears in the Manager for approvals field on the Shift Details tab of the Agent Scheduling window.
   Allow agents to request time off	Select this checkbox only if you want to enable agents to request leave.
   Require manager approval for time off requests	Select this checkbox only if you want leave requests to be sent to the leave manager for approval. The leave manager is the user that appears in the Manager column for the respective leave category on the Time Off Categories tab of the Agent Scheduling window.

4. Click Save.
   The general settings are configured.

Creating a Leave Category

To create a category for leave (for example, PTO, sick leave, and training):

1. On the Configure tab of the LiveVox Portal, click Agents > Agent Scheduling. Alternatively, on the WFO tab of the LiveVox Portal, you can click WFM > Agent Scheduling.
   The Agent Scheduling window appears.
2. Click the Settings tab and then the Time Off Categories subtab.
   A table appears, displaying the following columns:
   • Time Off Category
   • Description
   • Manager
   • Delete
3. Click Add.
   A blank row appears in the table.
4. In the blank row, in the Time Off Category column, enter the category in the cell.
5. If required, in the blank row, in the Description column, enter a description of the category in the cell.
6. In the blank row, in the Manager column, in the cell, select the name of the manager who must be notified of the leave request.
7. Click Save.
   The leave category is created.

Creating a Work Area

To create a work area for a shift (for example, IT, sales, security, and support):

1. On the Configure tab of the LiveVox Portal, click Agents > Agent Scheduling. Alternatively, on the WFO tab of the LiveVox Portal, you can click WFM > Agent Scheduling.
   The Agent Scheduling window appears.
2. Click the Settings tab and then the Areas subtab.
   A table appears, displaying the Areas, Description, and Delete columns.
3. Click Add.
   A blank row appears in the table.
4. In the blank row, in the Areas column, enter the area in the cell.
5. If required, in the blank row, in the Description column, enter a description of the area in the cell.
6. Click Save.
   The work area is created.

Defining Compliance Thresholds

Compliance thresholds are used to highlight statistics that are out of compliance, based on the values you define.

To define thresholds for compliance:

1. On the Configure tab of the LiveVox Portal, click Agents > Agent Scheduling. Alternatively, on the WFO tab of the LiveVox Portal, you can click WFM > Agent Scheduling.
   The Agent Scheduling window appears.
2. Click the Settings tab and then the Adherence Thresholds subtab.

3. Specify values in the following fields as required.

   Field	Description
   Adherence Percentage	Enter a value that indicates an agent's conformance with the scheduled tasks for the contact center, in percentage. The value represents the time during which an agent works on the scheduled tasks, expressed as a percentage of the time during which they are scheduled to work. The work time includes call time, call wrap time, and scheduled activities such as meetings and trainings. The formula used to calculate this value is as follows: (Time spent working / Total scheduled time) x 100 Example If you expect your agents to conform to the scheduled tasks 85 percent of the time, enter the value 85.
   Occupancy Percentage	Enter a value that indicates an agent's occupancy for the contact center, in percentage. The value represents the time during which an agent handles calls and performs related activities in the ready state, expressed as a percentage of the time during which they are available. The formula used to calculate this value is as follows: (Time spent in the ready state / Total available time) x 100 Example If you expect your agents to handle calls or perform other scheduled tasks 95 percent of the total time that they are available to do so, enter the value 95.
   Utilization Percentage	Enter a value that indicates an agent's utilization for the contact center, in percentage.  The value represents the amount of time during which an agent handles calls and performs related activities in the ready state, expressed as a percentage of the time during which they are scheduled to work. The formula used to calculate this value is as follows: (Time spent in the ready state / Total scheduled time) x 100 Example If you expect your agents to handle calls or perform other scheduled tasks 90 percent of the total time that they are scheduled to do so, enter the value 90.
   Conformance Percentage	Enter a value that indicates an agent's conformance with the scheduled work duration for the contact center, in percentage. The value represents the time during which an agent works, expressed as a percentage of the time during which they are scheduled to work. The formula used to calculate this value is as follows: (Time spent working / Total scheduled time) x 100 Example If you expect your agents to work 98 percent of the total time that they are scheduled to do so (including starting early or finishing late), enter the value 98. Conformance percentage might be higher than 100% if agents work for a duration that exceeds the scheduled work duration.
   Schedule Adherence Tolerance	Enter the amount of time that indicates the gap between two events that are initiated by agents and must be reported, in seconds. Example If you want the time between the last reported event and the event that must be next reported to be five seconds, enter the value 5. This ensures that any event that occurs five seconds after the last reported event is reported.

4. Click Save.
   Compliance thresholds are defined.