Maintaining Availabilities and Shifts 

Use

You view and edit shift requirements for employees on an employee-by-employee basis by selecting Workforce Management à Employee Maintenance à Schedule Rules àAvailabilities & Shifts 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 a table listing the day-by-day detail of the availability, preferences and shift information used as an agent’s permanent schedule information.

·        Availabilities indicate the time period during the day when the employee is available to be scheduled.

·        Prefrences indicate the time period during the day when the employee would prefer to be scheduled. You should enter preferences when you are using the scheduling objective “seniority based preferences.”

·        Shifts indicate a specific time during which the employee is scheduled.

You can use this page to manually construct schedules for employees. Using the locking feature when calculating a schedule, you can ensure that these schedules are not re-calculated by IC WFM. See Daily Schedule: Calculate Schedule for more information.

 

Activities

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