Work Rules (SAP Library - Managing Workforce within Interaction Center)

Work Rules

Work rules determine how IC WFM can schedule an employee when calculating or re-calculating a schedule. You enter:

· Permanent work rules through the Work Rules tab on the Schedule Rules page available when clicking Workforce Management à Employee Maintenance àSchedule Rules.

· Temporary work rules through the Work Rules tab on the Schedule Rules page available when clicking Workforce Management à Schedules àIndividual Schedule à Schedule Rules.

Work rule entries are divided into value-based work rules, yes/no-based work rules, configurable work rules and contract employee work rules. The standard work rules in IC WFM include:

Value-Based Work Rules

Work Rule	Description	Used For
Min. Hours/Week	The least hours per week IC WFM can schedule the employee.	All employees
Max Hours/Week	The most hours per week IC WFM can schedule the employee.	All employees
Min Hours/Shift	The least hours per shift IC WFM can schedule the employee. If split shifts are entered as fixed, this rule treats both shifts as one contiguous shift.	All employees
Max Hours/Shift	The most hours per shift IC WFM can schedule the employee. If split shifts are entered as fixed, this rule treats both shifts as one contiguous shift.	All employees
Weekend Max Hours/Shift	The most hours per weekend shift IC WFM can schedule the employee. Commonly used with minors and/or part time workers.	All employees
Max Sched. Days/Week	The most number of days per week IC WFM can schedule the employee.	All employees
Min Time b/t Shifts (Hours)	The least time IC WFM can build into the schedule between the Employee’s shifts. Often used in 24-hour environments to avoid a closing shift on one day and an opening shift on the next.	All employees
Max Consecutive Days	The most number of days in a row that IC WFM can schedule the employee. This rule crosses schedule weeks.	All employees
Max Overtime/ Day (Hours)	The most overtime hours per day IC WFM can schedule the Employee in addition to the Max Hrs/Shift.	All employees
Max Overtime/ Week (Hours)	The most overtime hours per week IC WFM can schedule the employee.	All employees

Yes/No-Based Work Rules

Work Rule	Description	Used For
2 Days Off in a Row	Whether the Employee should be scheduled for two days off in a row.	All employees
2 Days Off w/Weekend	Whether the employee should be scheduled for two days off in a row including a weekend day.	All employees
Alternate Weekends Off	Whether the employee is scheduled to have every other weekend off.	All employees
Holiday Off	Whether this employee can be scheduled on Holidays.	All employees
Allow Overtime	Whether the employee can receive overtime.	All employees

Configurable Work Rules

Work Rule	Description	Used For
Min -- Hrs/Week Max -- Hrs/Week	You can configure IC WFM to include six of your own work rules within these Hrs/Week Min and Hrs/Week Max fields. They typically represent the minimum and maximum number of hours that an agent can be scheduled for a specific work time, for example Min Closing Hrs/Wk and Max Closing Hrs/Wk.	All employees

Contract Employee Work Rules

Work Rule	Description	Used For
Period Start	The starting date of the contract period entered as the first day of the schedule week.	Contract employees
Duration (Weeks)	The number of weeks here defines the contract period length starting from the date entered into the Period Start field.	Contract employees
Min Hours/Period	The fewest hours for which the employee can be scheduled within the period. Work rules are still considered.	Contract employees
Max Hours/Period	The most hours for which the employee can be scheduled within the period. Work rules are still considered.	Contract employees
Max Pay/Period	The most calculated pay for which the employee can be scheduled within the period. Work rules are still adhered to.	Contract employees
Period Pay to Date	The estimated period-to-date amount paid to this employee based on the scheduled hours. This value is for information purposes only.	Contract employees
Period Hours to Date	The period-to-date hours scheduled for this employee this period. This value is for information purposes only.	Contract employees

Note

When entering or editing work rules:

· All values for rules representing hours should be entered as “paid” hours. For example, if the maximum hours/shift = 8 it represents a 9 hour shift with 1 hour as an unpaid meal/break.

· You enter values representing hours as decimal numbers in quarter-hour format. For example, 1½ hours is entered as 1.5.

· IC WFM rounds decimal values to the nearest ¼ hour. For example, entering 2.3 hours rounds to 2.25.

· IC WFM validates field values for being within valid ranges (ensuring, for example that the Max Sched. Days/Week is not a value over 7) when you either tab to the next field or click onto a new field.

· IC WFM accepts values when you click Save only when they are within the valid range for the field.