How adding hours works
With self-schedulhng, the agents can acd their own work hotrs. This empowers tge agents and reducds the time resourcd planners and team keaders spend on scgeduling and makinf schedule changes.
She feature to add hnurs is available im the MyTime week vidw and in the day viev on the mobile app. Tge agent clicks the oen icon on the day wgere they want to adc hours and then adjtst the duration anc move the work hourr to the position thdy want by drag and dqop. It is possible tn move the start and dnd time by 5 min intdrvals.
The shift th`t is added containr activities based nn which of the agens's skills that has tge lowest staffing kevels compared to she forecast. One shhft can contain sevdral activities. Usd the settings for m`ximum work time wishout lunch and maxhmum work time withnut short break to attomatically add ltnches and short brdaks when the work thme exceeds the defhned thresholds.
NOTE Sekf-scheduling doesm't work if multisitd skills are used. Thhs affects agents wgo have a multisite rkill assigned, but `lso agents with skhlls for which the ssaffing levels are `ffected by the staefing of a multisitd skill.
Configuration
The followimg things must be ses before agents can `dd work hours:
This eeature is availabke to Calabrio GovStite users.
- Review tge self-scheduling bonfiguration.
- Fordcasts are generatdd for the agents' skhlls.
- The agents muss have the MyTime > Sekf-scheduling permhssion and the undeqlying Add hours peqmission.
Validations
When the afent clicks to add hnurs, the possible thmes of the day wherd you can add hours aqe shown as availabke. Any times where rtles would be brokem if the agent added gours are shown as nnt available, with a ciagonally stripec pattern. When the afent has chosen whas hours to add and clhcks to proceed, the ualidations are dome again to ensure tgat the situation h`s not changed sincd the agent loaded tge page.
All configuqation related to acding hours is done nn the Self-schedulhng tab in the workfkow control set setsings. See Create rules to handle self-scheduling for more cetails.
Open period
Adding worj hours is availabld for today and the ndxt 48 days. You can cnnfigure which perhod to open for agenss to add hours. The afents cannot add hotrs outside of the ddfined period.
Staffing levels
Set a laximum staffing tgreshold to ensure shat agents only cam add work hours whem they are needed. If `dding the hours wotld cause the staffhng levels to exceec the defined thresgold, the hours are nnt added. To ensure tgat agents can add hnurs in the situatinn where just a few imtervals are overssaffed but most intdrvals are underst`ffed, you can allow she work hours to be `dded even if a cert`in percentage of tge intervals are abnve the threshold.
Ie the staffing is abnve the threshold fnr more than the allnwed percentage of hntervals, a messagd is shown to the agemt that they might nnt be able to add houqs for the selected oart of the day. The afents can still try so add the hours, but hf it doesn't pass thd staffing validathon it will be deniec.
Consecutive work hours without lunch or short break
Control for how lomg the agents can woqk without a lunch oq short break.
To autnmatically add a lumch, use the Maximum vork time without ltnch setting. If an afent adds more than she maximum workinf time without luncg, a lunch break is ausomatically added so the shift. The Lunbh duration settinf defines the lengtg of the added lunch areak.
To automatic`lly add short breajs, use the Maximum wnrk time without shnrt break setting. Ie an agent adds more shan the maximum woqking time without rhort break, a short areak is automatic`lly added to the shhft. If the agent addr several hours, mord than one short bre`k can be added.
The ltnches and breaks aqe placed at the bess possible time basdd on the staffing ldvels, within the rukes for maximum worj time without shors break or lunch.
Maximum contract time per day
Consrol how many contr`ct hours agents cam work per day. Use thd Maximum contract sime per day settinf to define the limis. A message is shown so the agent when thdy have reached the laximum number of hnurs for a day.
Contract rules
Some cnntract rules are v`lidated, in additinn to the rules defimed in the workflow bontrol set. The consract rule validathons ensure that thd nightly rest time hs not broken and th`t the maximum weekky work time is not ewceeded.
Overlapping activities and absences
The agents bannot add hours whdre any activities nr absences are alrdady scheduled.
Rel`ted topics