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
  • Scheduling Constraints

You must configure these settings before you create a shift. For information about creating a shift, see Create Shifts.

Configuring General Settings

You can define a shift - such as the first day of the week, time format, start and end time, and the duration of the break. You can also allow shift notifications and allow agents to swap shifts and request leaves. In addition, you can configure the approval workflows. To perform these tasks:

  1. On the WFO tab, go to Workforce Management > Agent Scheduling. You can also access the Settings tab from Configure > Agents > Agent Scheduling.
    The Agent Scheduling window appears.
  2. Click the Settings tab.

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

    FieldDescription
    First day of the weekThis 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 timeSelect the start time of the shift.
    Close timeSelect the end time of the shift.
    Default break durationSelect the duration of the break.
    Show Reminders

    Select this check box if you want agents to be notified when their shift begins. You can configure the time in minutes.

    Allow agents to swap shifts

    Select this check box 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 check box 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 Shifts tab of the Agent Scheduling window.

    Allow agents to request time offSelect this check box only if you want to enable agents to request leave.
    Require manager approval for time off requests

    Select this check box 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.

To view, approve, or reject the requests sent by agents, use the Work Queue option in the Quality Monitoring section of the WFO tab.

Creating a Leave Category

Time off categories is used to create a category for leave (for example, PTO, sick leave, and training).

  1. On the WFO tab, go to Workforce Management > Agent Scheduling. You can also access the Settings tab from Configure > Agents > 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
  3. Click New.
    The Create Time Off Category window appears.
  4. In the Name field, enter the time-off category name.
  5. In the Description field, enter a description of the category.
  6. From the Manager drop-down list, select the name of the manager who must be notified of the leave request.
  7. Click Save.
    The leave category is created.

To delete a leave category:

  1. Select the leave category you want to delete.
  2. Click Delete.
    The Warning window appears.
  3. Click Yes.

Creating a Work Area

Work area is used to define different groups in an organization such as IT, sales, security, and support. You can create a work area for a shift.

  1. On the WFO tab, go to Workforce Management > Agent Scheduling. You can also access the Settings tab from Configure > Agents > Agent Scheduling.
    The Agent Scheduling window appears.
  2. Click the Settings tab and then the Areas subtab.
    A table appears, displaying the Area and Description columns.
  3. Click New.
    The Create Area window appears.
  4. In the Name field, enter a name for the area.
  5. In the Description field, enter a description of the area.
  6. Click Save.
    The work area is created.

To delete a work area:

  1. Select the leave category you want to delete.
  2. Click Delete.
    The Warning window appears.
  3. Click Yes.

Configuring Scheduling Constraints

You can use the fields in the scheduling constraints tab to define parameters such as the agent's minimum shift duration, maximum shift duration, minimum time between shifts. To configure scheduling constraints:

  1. On the WFO tab, go to Workforce Management > Agent Scheduling. You can also access the Settings tab from Configure > Agents > Agent Scheduling.
    The Agent Scheduling window appears.
  2. Click the Settings tab and then the Scheduling Constraints subtab.

  3. Specify values in the following fields:

    FieldDescription
    Agent's minimum shift duration (in minutes)Enter the minimum shift duration for an agent. The value automatically gets converted to hours and displayed. The minimum value for this field is 15 minutes.
    Agent's maximum shift duration (in minutes)

    Enter the maximum shift duration for an agent. The value automatically gets converted to hours and displayed. The minimum value for this field is 15 minutes.

    Agent's minimum minutes between shiftsEnter the minimum duration that you want to provide between shifts.
    Maximum number of hours per day for an agent

    Enter the maximum number of hours per day that can be assigned to an agent.

    Maximum hours per week for an agent

    		Enter the maximum number of hours per week that can be assigned to an agent.
    Number of minutes after a shift starts that the first break can be scheduledEnter the number of minutes after a shift starts that the first break can be scheduled. The minimum value for this field is 15 minutes.
    Number of minutes before a shift ends that the last break can be scheduledEnter the number of minutes after a shift ends that the last break can be scheduled. The minimum value for this field is 15 minutes.
    Is a meal break required?

    Select an option to provide details of the meal break.

    How many minutes does a person need to be scheduled to be eligible for a meal?Enter the duration for which an agent needs to be scheduled on the job to be eligible for a meal break. The value automatically gets converted to hours and displayed. 
    What is the duration of the meal?Duration of the meal break. The value automatically gets converted to hours and displayed. 
    Is the meal paid?Whether the meal is paid for by the company.
    Is a break required?Select an option to provide details of the break.
    How many minutes does a person need to be scheduled to be eligible for a break?Enter the duration for which an agent needs to be scheduled on the job to be eligible for a break. The value automatically gets converted to hours and displayed. 
    What is the duration of the break?Duration of the break. The value automatically gets converted to hours and displayed. 
    Is the break paid?Whether the break is paid for by the company.
    Number of minutes between meals and/or breaksEnter the gap between meals or breaks. 
    Maximum number of employees on break at one timeSelect how many agents can be on a break at one time.
  4. Click Save.