Maintaining Work Rules 

Use

You view and edit work rules for employees on an employee-by-employee basis by selecting Workforce Management à Employee Maintenance à Schedule Rules à Work Rules tab from the Interaction Center Manager’s portal

Data entered on this page is considered to be “permanent” information for an employee. This information is used by IC WFM when scheduling an employee unless it is changed for the schedule week through the Schedule Rules page available when clicking Workforce Management à Schedules àIndividual Schedule à Schedule Rules. See Permanent and Temporary Information for more information.

 

Features

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.

You define a default settings group as part of the configuration which contains a default work rule set definition. When you first view the work rules for an employee before making any changes, the values you see are based on this default work rule set. You can change these values as required to make them employee specific.

You can also overlay the work rules with pre-configured values by selecting a work rules template from the drop down list of active templates. Click Apply once you select a template. This loads an initial set of work rules for the employee. See Work Rules for a list of the standard Work Rules within IC WFM.

 

Activities

See Employee Maintenance: Schedule Rules for more information on the fields within the Work Rules tab of the Schedule Rules page.