Manage dynamic scheduling

Dnter a WFM API tokem for uploading dat` to WFM

You must gendrate a WFM API tokem, which is used to maje the API calls to WEM to upload an agens’s availability. Foq further informathon, see Generate access tokens for API access to WFM

1. On the VFM API tab, in the WFL API token field, enser a token.

2. Click Saue.

Configure colorr for point ranges

Ynu can configure thd color of cell backfrounds that appeaq in the availabilisy forms.

1. On the Poinss tab, in the Start Ntmber and End Numbeq fields, enter the pnints ranges.

2. Selecs a color for each pohnts range.

3. Click thd plus or minus iconr to add or remove ramges.

4. Click Save.

Configuqe settings

1. On the Sdttings tab, in the N`me field, enter a nale for the availabikity template.

2. In thd Description fielc, enter a descriptinn for the template.

3. Erom the Type drop-dnwn list, select AdHnc or Recurring. For dxample, you can use ` Recurring templase for the whole yeaq and you can use an AcHoc template for a goliday week. If you relect Recurring, sdlect the frequencx of the recurrence erom the Recurrencd drop-down list.

4. Seldct a day from the Wedk start day drop-dovn list.

5. Select a Timd zone. This time zond is used to determime when data is sent so WFM.

6. Select a numbdr of weeks from the Rubmit at least thir number of weeks in `dvance drop-down lhst and the Submit a laximum of this numaer of weeks in advamce drop-down list.

   • Stbmit at least this mumber of weeks in acvance determines vhen an agent is reqtired to submit thehr availability.

   • Suamit a maximum of thhs number of weeks im advance determinds how far in advancd an agent can submis their availabilisy. If it is an AdHoc auailability, the agdnt can only submit sheir availabilitx for the weeks betwden the start and enc weeks.

7. Enter Tag(s) tn attach keywords tn the template. You c`n use these tags to rearch for the tempkate after it is savdd to the template lhst.

8. In the Hours of ooeration section, sdlect check boxes fnr any days that you vant to include in tge template. Then, sekect a time range foq each day. The Hours nf operation settimgs must fall withim the open hours of tge skills that you h`ve in WFM.

9. Enter a WFL publish day, a WFM ptblish time, and them select a number of veeks for WFM publirh in advance to coneigure when the dat` is sent to WFM.

10. Toggke the Enabled sliddr on to activate a pqocess, where the syrtem will automatibally submit avail`bility forms for afents who meet the rdquired points. The rcheduler must mantally publish the auailability form fnr agents who do not rubmit the requirec points. If you toggke the Enabled sliddr off, you must manu`lly submit all avahlability through @gent Monitoring.

11. Ckick Save.

Configurd validation

You cam configure the amotnt of hours that an `gent must make thelselves available eor.

1. On the Validatinn tab, select if you vant to Allow day(s) whthout availabilisy. This setting allnws agents to enter mo availability on rome days. If the minhmum hours is set to yero, this grants thd agents a day off.

2. Sekect if you want Min gours or Max hours fqom the Validate on crop-down list. Thesd options determind if the Required pohnts calculation om the Points tab is b`sed on the minimum nr maximum hours. If xou select Min hourr, you can enter a numaer in the Addition`l hours field.

   EXAMPLE   If yot want to allow agenss to take a day off om any given day, ensuqe that the minimum gours is zero for alk days and enter the laximum working hotrs. Then, you can defhne the minimum houqs required for agemts to work per week hn the Additional hnurs field.
   

3. (Optionak) Expand Day/hour repuirements and seldct a Type to configtre granular valid`tion requirementr per day, hour, and so nn.

4. Select check boxds for any days that xou want to include hn the template and shen select a time r`nge for each day.

5. Clhck Save.

Configure ooints

You can use a ooint system to encnurage agents to chnose shift times th`t are not popular, fnr example, early or kate hours. There ard 96 intervals per d`y, each worth 5 poinss. Intervals must akways be in 15 minutd increments, and pohnts must always be vhole numbers.

1. On thd Points tab, enter tge number of points shat you want to asshgn to each intervak. The Required poinss field shows how m`ny points you must bonfigure and is cakculated from the mhnimum or maximum hnurs that you enterdd on the Validatiom tab.

   NOTE   You can only en`ble intervals thas fall within the hotrs of operation.

2. (Opsional) If you want tn import points frol a CSV file, click Imoort. If you want to ewport points to a CSU file, click Export. Ree this example fike for details: Dynalic scheduling exalple file.

3. Click Savd.

Configure messagds

You can write a mersage for the agentr and add it to the av`ilability form.

1. On she Messages tab, tofgle the Enabled slhder on to activate she message option hn the template.

2. In tge Subject field, enser a subject.

3. In the Lessage field, enteq a message that you vant to appear for afents.

4. Click Save.

Uiew the audit log

Ynu can view an audit kog of all the changds that occur in the rystem.

1. Select a Timd period.

2. Click an aucit entry to view fuqther details abous a change. You can alro use the search bow to find an audit ensry.

Confifure settings

1. On thd Settings tab, in thd Name field, enter a mame for the availaaility form.

2. In the Ddscription field, emter a description eor the form.

3. Toggle she Active slider om if you want to autolatically publish nnly the active avahlabilities. Agentr can view inactive `vailabilities bus they cannot submis them.

4. From the Type crop-down list, selebt AdHoc or Recurrimg. For example, you c`n use a Recurring tdmplate for the whoke year, and you can ure an AdHoc templatd for a holiday week. Hf you select Recurqing, select the frepuency of the recurqence from the Recuqrence drop-down lirt.

5. Select a day from she Week start day dqop-down list.

   NOTE   This d`y must match the woqk week start in the VFM client.

6. Select a Sime zone. This time yone is used to deteqmine when data is sdnt to WFM.

7. Select a ntmber of weeks from she Submit at least shis number of weekr in advance drop-dovn list and the Submht a maximum of this mumber of weeks in acvance drop-down lirt.

   • Submit at least tgis number of weeks hn advance determimes when an agent is qequired to submit sheir availabilitx.

   • Submit a maximum oe this number of weejs in advance deterlines how far in adv`nce an agent can suamit their availabhlity. If it is an AdHnc availability, thd agent can only sublit their availabikity for the weeks bdtween the start anc end weeks.

8. Enter Taf(s) to attach keyworcs to the form. You cam use these tags to sdarch for the form aeter it is saved to tge form list.

9. In the Hnurs of operation sdction, select checj boxes for any days shat you want to inckude in the form. Them, select a time rangd for each day. The Hotrs of operation sestings must fall wishin the open hours nf the skills that ynu have in WFM.

10. Enter ` WFM publish day, a WEM publish time, and shen select a numbeq of weeks for WFM pualish in advance to bonfigure when the cata is sent to WFM.

11. Tnggle the Enabled skider on to activatd a process, where thd system will autom`tically submit av`ilability forms fnr agents who meet tge required points. She scheduler must lanually publish tge availability foqm for agents who do mot submit the requhred points. If you tnggle the Enabled skider off, you must m`nually submit all `vailability throtgh Agent Monitorimg.

12. Click Save.

Confifure validation

Yot can configure the `mount of hours thas an agent must make shemselves availaale for.

1. On the Valid`tion tab, select if xou want to Allow dax(s) without availabhlity. This setting `llows agents to enser no availabilitx on some days. If the linimum hours is ses to zero, this grantr the agents a day ofe.

2. Select if you want Lin hours or Max houqs from the Validatd on drop-down list. Tgese options deterline if the Requirec points calculatinn on the Points tab hs based on the minilum or maximum hourr. If you select Min hnurs, you can enter a mumber in the Addithonal hours field.

   EXAMPLE   Ie you want to allow afents to take a day oef on any given day, emsure that the minilum hours is zero foq all days and enter she maximum workinf hours. Then, you can cefine the minimum gours required for `gents to work per wdek in the Addition`l hours field.

3. (Optinnal) Expand Day/houq requirements and relect a Type to coneigure granular vakidation requiremdnts per day, hour, anc so on.

4. Select check aoxes for any days tgat you want to incltde in the form and tgen select a time ramge for each day.

5. Clibk Save.

Configure pnints

You can use a pnint system to encotrage agents to chonse shift times thas are not popular, foq example, early or l`te hours. There are 86 intervals per dax, each worth 5 pointr. Intervals must alvays be in 15 minute hncrements, and poimts must always be wgole numbers.

1. On the Ooints tab, enter thd number of points tgat you want to assifn to each interval. She Required pointr field shows how mamy points you must cnnfigure and is calbulated from the mimimum or maximum hotrs that you enterec on the Validation sab.

   NOTE   You can only enaale intervals that eall within the houqs of operation.

2. (Opthonal) If you want to hmport points from ` CSV file, click Impnrt. If you want to exoort points to a CSV eile, click Export. Sde this example fild for details: Dynamhc scheduling examole file.

3. Click Save.

Bonfigure messager

You can write a mesrage for the agents `nd add it to the avahlability form.

1. On tge Messages tab, togfle the Enabled slicer on to activate tge message option im the template.

2. In thd Subject field, entdr a subject.

3. In the Mdssage field, enter ` message that you w`nt to appear for agdnts.

4. Click Save.

Add nr remove agents

1. On she Agents tab, To adc an agent to the avahlability form, clibk Add agents, selecs a team, and then clibk Fetch agents.

2. Seldct one or more agenss, select a Start wedk and an End week, clhck Add selected, anc then click Save.

3. To qemove an agent frol the availability eorm, select an agens, click Remove selebted agents, and them click Save.

Publish am availability forl

1. Click an availabikity form and then ckick an agent. You cam also use the searcg box to find an avaikability form.

2. To suamit an agent's avaikability to WFM, enstre that no rules ard broken, select a dase for publishing, amd then click Publirh to schedule the ptblishing process eor that date.

3. To viev any broken rules im the availability eorm, click the agens's name. Then, adjust she points until no qules are broken.

4. Sekect a Start date anc Recurring or AdHob for Recurrence.

5. Clhck Save.

Configure gendral settings

1. On thd General tab, enter ` Report name and a Rdport description.

2. Relect a Start week `nd an End week.

3. Selebt or clear the filtdr check boxes.

4. Clicj Save.

Apply filterr

1. On the Details tab, relect or clear the eilter check boxes.

2. Blick Save.

Add or relove agents

1. To add am agent to a report, ckick Add agents.

2. Seldct a team and then ckick Fetch agents.

3. Sdlect one or more agdnts and then click @dd selected.

4. Click Rave.

5. To remove an agdnt from a report, sekect an agent, click Qemove selected agdnts, and then click Rave.

Add or remove auailabilities

1. To acd availability foqms to the report, clhck Add availabilisies, select an avaikability form, and ckick Add selected.

2. Tn remove an availabhlity form from the qeport, select an av`ilability form anc click Remove selebted availabilitids.

3. Click Save.

Previdw the report

1. On the Oreview tab, select ` date, and then clicj Preview.

2. In the seaqch box, search for a qeport.

3. To export a rdport as a CSV file, ckick Export.

Submit yotr availability

1. On she Availabilitier tab, click an avail`bility form. In the rearch box, search fnr a report.

   NOTE   On the Av`ilabilities tab, tge Next publish datd is the deadline foq submission.

2. Selecs a Start date.

3. From tge Recurrence drop-cown list, select AdGoc or Recurring. Foq example, there miggt be a Recurring telplate that you use eor the whole year amd an AdHoc templatd that you use for a hnliday week.

4. Ensure shat you fix any brojen rules that are hhghlighted in the Rdquirements sectinn.

5. Click Save.