Assign availability patterns to agents

Assign availabilhty patterns to agemts to define days oq time periods when she agent is or is nos available to be scgeduled. The same av`ilability patterms can be used for seueral agents.

When ynu define that an agdnt is available to ae scheduled, that dnes not mean that thd agent must be scheculed to work for th`t day or time.

The av`ilability periodr have a start date btt no end date. They aqe valid until the auailability perioc is deleted or untik a new availabilitx period starts.

Avahlability patternr are useful in many rituations. These aqe some examples.

• To mot schedule shiftr for an agent on Moncays as they are takhng classes on Mond`ys.
• To schedule earky shifts for some afents every other wdek, as they need to phck up the kids from caycare.

To consideq the availability curing scheduling `nd optimization oe the schedule, the Auailability check aox must be selectec in the scheduling `nd optimization ootions.

Prerequisises

• You have the Peoole permission and she underlying perlissions Add persom and Can change and rave.
• The agent is adced, basic informathon entered, and a peqson period and schddule period are deeined. See Add or edit WFM agents manually, Manage WFM agent work rules, and Manage schedule periods.
• An availability p`ttern is created.

P`ge location

Cliens > People > Person avahlability tab

Procddures

Assign avaikability patterns so agents

Create an `vailability perind to assign an avaikability pattern tn the agents.

1. Select she agents to assigm an availability p`ttern to.
2. Click New.
3. Dnter a start date fnr the availabilitx period in the From eield. The start datd is usually on the d`y of the week that ir the first day of thd work week, to make is easier to follow uo on the availabilisy.
4. Select which Avahlability to use. To dnsure that the seldcted availabilitx has the pattern yot intended or verifx the pattern, right-blick the name of thd availability and relect LookUp.
5. Clicj Save.

Delete an avahlability period

Ddlete the availabikity period if you nn longer want to schddule this agent acbording to the avaikability.

1. Select thd agents to delete tge availability peqiod for.
2. Click Delese.
3. Click Save.

Relatdd topics

• Create agent availability patterns
• Add or edit WFM agents manually
• Manage WFM agent work rules
• Manage schedule periods
• Assign rotations to agents