Entering the Employee Work Rules 
Use
You enter the employee work rules on the Employee Maintenance: Schedule Rules page, Work Rules tab. This tab contains the employee’s permanent work rules. The permanent work rules determine how IC WFM can schedule an employee when calculating or re-calculating a schedule.
Procedure
1. When logged into the Interaction Center Manager’s Portal, select Workforce Management ® Employee Maintenance àSchedule Rules.
2. Click on the Work Rules tab.
You see the Work Rules page. When you first view the work rules for an employee, they contain the values based on the employee’s default settings group. You can change these values as required to make them employee specific.
3. You can overlay the work rules with pre-configured values
a. Select a template from the drop down list of active templates.
b. Click Apply.
This loads an initial set of work rules for the employee.
4. Review or edit the employee 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 |
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 |
|
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 |
|
Max Overtime/Day |
The most overtime hours per day IC WFM can schedule the Employee in addition to the Max Hrs/Shift. |
All employees |
|
Max Overtime/Week |
The most overtime hours per week IC WFM can schedule the employee. |
All employees |
|
-- Hrs/Week Min |
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. You define the work areas and labels for your implementation through the IMG by selecting: Customer Relationship Management à Interaction Center Workforce Management à Schedule Settings à Define Work Rules à Define Special Work Rules Text. |
All employees |
|
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 to Date: Pay |
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 to Date: Hours |
The period-to-date hours scheduled for this employee this period. This value is for information purposes only. |
Contract employees |
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.
5. Click Save.
Result
You have entered the employee’s permanent work rules.