Weekly Schedule Page 

You select Workforce Management ®Schedules ® Weekly Schedule from within the Interaction Center Manager’s portal to view the weekly schedules for employees from the selected org unit. On the Weekly Schedule Page, the schedule displays the start and end times for each scheduled shift, one column per day, for the entire week.

You can sort the agents listed in the schedule area by selecting the sort order from the Sort drop down list:

·        Last name: Ascending

·        Last name: Descending

·        Seniority: Most - Least

·        Earliest shift start time for any day of the schedule week

The name of the selected org unit appears in the top left cell page. Each agent within the selected org unit covers one row with each day of the week as one column. Each daily cell contains:

·        The agent’s scheduled hours. Shifts marked with an asterisk (*) mean that the agent is also scheduled for a work area different from that being viewed.

·        Unsched when the agent is not scheduled

·        Unavail when the agent is not available for scheduling

Within the rows and columns:

·        The top row shows the total scheduled hours for all agents in the org unit.

·        The bottom row shows the total daily scheduled hours minus unpaid breaks/meals (or paid hours) for all agents in the org unit.

·        The last column shows the agents’ total scheduled (or paid) hours for the week.