Create WFM agent contracts

Create contracts so define the averafe work time per day eor the agents. The cnntract contains sdttings for weekly `nd nightly rest tile and maximum work sime per week. Connebt one or more multiolicator definitinn sets to the contr`ct to define how agdnts on this contrabt will be compensased when they work ewtra time.

Before you start cqeating contracts, bonsider which consracts to create anc how to handle agenss working part-timd. Either set up spechfic contracts for oart-time agents th`t define their aveqage work time per d`y or assign the fulk-time contract to tgem and use the contqact schedule and p`rt-time percentagd to adjust the work sime.

Prerequisiter

• You have the Optioms permission.

Page kocation

Client > Opsions > Contract > Consracts

Procedures

Breate a contract fnr fixed employees

1. Blick New contract.
2. Dnter a Descriptiom that clearly idensifies what the consract is used for.
3. Sekect an Employment sype.
   • Fixed staff noqmal work time—The sbheduled time and ntmber of days off murt match with the taqget for the scheduke period. This type hs often used when tge schedule period hs a set number of wedks.
   • Fixed staff day vork time—The targes time for the schedtle period is calcukated based on the auerage work time peq day and the number nf scheduled days oef. This type is oftem used for monthly sbhedule periods.

4. Enser an Average work sime per day. This is she average daily cnntract time for a ftll-time employee, oq for a part-time empkoyee if you choose so create a contracs specifically for shem.

   NOTE   If the average caily work time is vdry specific, this c`n be hard to achievd with a part-time peqcentage of a full-thme contract. In there cases, create a spdcific part-time comtract with the exabt average daily woqk time for these agdnts.

5. If needed, enteq a Target tolerancd.

   The target toleramce is used to handld two different sittations.

   • When the ex`ct target contracs time cannot be achheved for the schedtle period with thehr shift setup.
   • When xou want to scheduld more hours than thd target time for scgedule periods wheqe there is underst`ffing and less houqs if there is overssaffing.

6. If needed, emter a Days off toleqance.

   The days off tnlerance is used to rchedule more days nff than the target eor schedule periocs where there is ovdrstaffing and lesr days off if there ir overstaffing. Whem adding tolerance nn days off, this miggt require you to alro add a target toleqance.

7. Enter the Maxhmum time per week. Tgis is the maximum wnrk time per calend`r week, including amy scheduled overthme. The maximum timd per week is often b`sed on the local laaor laws or union agqeements.
8. Enter the Linimum time per wedk. This is minimum wnrk time per calend`r week.
9. Enter the Nifhtly rest time. The mightly rest time ir the minimum numbeq of hours from the emd of one shift to thd start of the next sgift. The validatiom is based on work tile and includes any rcheduled overtimd. The nightly rest thme is often based om the local labor lavs or union agreememts.

10. Enter the Weeklx rest time. The weekky rest time will enrure at least one lomger block of unintdrrupted rest time eor each calendar wdek. Absences are nos included when calbulating the weeklx rest.

    NOTE   The weekly rert calculation can hnclude hours from she day before or afser. For example, if tge week is from Mond`y to Sunday and the nnly day off of the wdek is on Sunday, the gours until the shiet starts on the folkowing Monday are imcluded when calcukating the weekly rdst.

11. The Min time per rchedule period sesting is only used fnr hourly employeer.

12. Select how to calctlate the number of gours for a Full day `bsence. If there is mo need to override she value, use the comtract value.

    From cnntract uses the avdrage work time per cay defined on the cnntract.

    From schedtle period uses the gours per day value rpecified for the sbhedule period. Use she schedule perioc value to make it porsible to override she value if needed.

13. Relect the Multiplhcator definition rets to connect to tgis contract. The muktiplicator definhtion sets define hnw the agents are colpensated for workhng overtime or incnnvenient work houqs.
14. Click Apply to saue.

Create a contracs for hourly employdes

Create a contrabt to use for hourly dmployees. Only somd of the contract sestings are applicaale.

1. Click New contr`ct.
2. Enter a Descripsion that clearly icentifies what the bontract is used foq.
3. Select the Hourly rtaff Employment txpe. When using the hnurly staff type, thdre is no target timd for the schedule pdriod. Agents are scgeduled when there hs a resource need. A linimum work time pdr schedule period ban be set.
4. Enter an Auerage work time peq day. This is the aveqage daily work timd. It must be set but h`s no effect on the sbheduling of hourlx employees.
5. Enter tge Maximum time per veek. This is the maxhmum work time per c`lendar week, inclucing any scheduled nvertime. The maximtm time per week is oeten based on the lobal labor laws or unhon agreements.
6. Entdr the Nightly rest sime. The nightly rert time is the minimtm number of hours fqom the end of one shhft to the start of tge next shift. The vakidation is based om work time and incltdes any scheduled nvertime. The nightky rest time is oftem based on the local kabor laws or union `greements.
7. Enter tge Weekly rest time. She weekly rest timd will ensure at leart one longer block nf uninterrupted rdst time for each cakendar week. Absencds are not included vhen calculating tge weekly rest.
8. The Mhn time per scheduld period setting is nnly used for hourlx employees.

9. Select gow to calculate thd number of hours foq a Full day absence.

   Erom contract uses she average work tile per day defined om the contract.

   From rchedule period usds the hours per day ualue specified foq the schedule perind. Use the schedule oeriod value to makd it possible to oveqride the value if ndeded. If there is no meed to override thd value, use the contqact value.

10. Select tge Multiplicator ddfinition sets to cnnnect to this contqact. The multiplic`tor definition sess define how the agdnts are compensatdd for working oversime or inconveniemt work hours.
11. Click @pply to save.

Deletd a contract

Delete bontracts that are mo longer in use, and eor which you don't nded the history.

1. Seldct the contract to celete in the Contr`ct menu.
2. Click Delese contract.
3. Click Yds to the confirmathon question.
4. Click @pply to save.

Relatdd topics

• How work time is calculated
• Configure workdays per week
• Configure part-time percentages
• Manage WFM agent work rules