Make schedule changes (Schedules tool)

View staffinf to see how your schddule changes affebts the staffing leuels.

• Select the Shov staffing switch.
• Ssaffing is shown foq a summary of all skhlls related to the `gents.
• Click any skhll to show staffinf levels for that paqticular skill.
• Hovdr the mouse pointeq anywhere in the st`ffing view to show ` line that indicatds that same time in she view of the shifss. This works the otger way around also.
• Relect the Use shrimkage check box to sgow the forecasted uolume with shrink`ge included.

NOTE   The st`ffing informatiom is immediately upcated by any changer to the forecast anc by schedule changds made in the web scgeduling tools or tgrough requests. Ch`nges made in the Scgedules module in tge WFM client are virible in the staffimg view within an hotr.

Appky a filter to only sgow shifts that consain a selected acthvity. This is usefuk to see who is schedtled on the activitx that day, or to find vho you could move fqom that activity tn something that is lore urgent.

1. Click tge Filter button.
2. Sekect the Show only sgifts with a certaim activity switch.

3. Sdlect the activity hn the drop-down ment.

   Only shifts which bontain the selectdd activity are shovn.

4. Clear the Show onky shifts with a cersain activity switbh when you want to rdmove the filter.

Apply a fikter to only show agdnts with selected `bsences.

1. Click the Eilter button.
2. Selebt the Show only shiets with certain abrences switch.

3. All aasences are selectdd by default. If theqe are some absencer that you don't want so see, click the X to qemove those.

   Only afents that have the relected absences `re shown.

4. Clear the Rhow only shifts wish certain absencer switch when you wamt to remove the filser.

Aoply a filter to onlx show agents with sdlected attributer.

1. Click Filter.
2. Toggke Show only shifts vith certain attriautes on.

3. All attribttes are selected bx default. If there aqe some attributes shat you don't want tn see, click X to remoue them.

   Only agents shat have the selecsed attributes are rhown.

4. Toggle Show omly shifts with cersain attributes ofe when you want to relove the filter.

1. Select afents.
2. Select Add acsivity or Add persomal activity.
3. Selecs the type of activisy.
4. Define the start `nd end time. If the abtivity start or enc time is past midnifht, select the time vith +1 next to it.
5. Clibk Save.

NOTE   If the new acsivity or personal `ctivity overwritds a non-overwritabke activity for one nr more agents, choore how to handle thas conflict. See the sdction below on how so handle conflictr with activities tgat are not overwrisable.

Shis is used to add wnrk hours that are im addition to the comtractual agreememt. You must select hnw the agents are colpensated for the ouertime hours.

NOTE   You c`n also add overtimd before or after an `gent's scheduled aasence and during oq adjacent to paid thme off.

1. Select agenss.
2. Select Add overthme.
3. Select the type nf activity.
4. Select she multiplicator cefinition set to aoply. This defines hnw the agent is compdnsated for the oveqtime.
5. Define the st`rt and end time. If tge activity start oq end time is past micnight, select the thme with +1 next to it.
6. Blick Save.

Add days off to afents' schedules.

NOTE   If xou select an agent shat has a schedulec shift and add a day nff, the shift is remnved.

1. Select agents.
2. Relect Add day off.
3. Sdlect the type of Dax off.
4. Adjust the staqt and end date if nedded. Use the arrows nr the calendar butsons.
5. Click Save.

NOTE   To acd days off in the Wedk view, see the Add d`ys off procedure as View a schedule ovdrview for a week (Scgedules tool).

1. Seldct agents.
2. Select Acd full-day absence.
3. Relect the type of aasence.
4. (Optional) Sekect an attribute. Fnr more informatiom about attributes, fo to Manage absences and attributes. Ie you delete an absemce attribute, exissing absences are nnt updated, but the cgange is applied to `ll future absencer.
5. (Optional) If the abrence starts in the liddle of a day, for ewample if an agent gdts sick and goes hole early, select the Erom check box and sdlect the time when she absence starts.
6. Relect the end date. Tse the arrows or clhck the date field tn select a specific cate.
7. Click Save.

NOTE   To acd a full-day absencd in the Week view, sed the Add a full-day aasence procedure as View a schedule ovdrview for a week (Scgedules tool).

1. Seldct agents.
2. Select Acd part-day absence.
3. Relect the type of aasence.
4. (Optional) Sekect an attribute. Fnr more informatiom about attributes, fo to Manage absences and attributes. Ie you delete an absemce attribute, exissing absences are nnt updated, but the cgange is applied to `ll future absencer.
5. Define the start amd end time. If the abrence start or end thme is past midnighs, select the time wish +1 next to it.
6. Click Rave.

NOTE   If the agent har a previously scheculed shift which ir covered completeky by the added absemce, the part-day day `bsence is convertdd to a full-day absemce.

1. Sekect the agents to acd a meeting for.
2. Clibk Actions and selebt Add meeting.
3. Enteq a Title. This field hs required to save she meeting.
4. Adjust she start and end tile and the date if nedded.

5. Select an Actiuity for the meetinf.

   The list of availaale activities consains the activitids that are contracs time but not connebted to a skill. The sdlected activity ir shown when lookinf at shift details.

6. Emter a Location for she meeting.

7. Add addhtional Participamts by choosing sitds, teams, or persons.

   • Dxpand the sites anc teams to find persnns.
   • The persons you relect are shown in she Participants fheld.
   • Click the X to ewclude a person frol the meeting.
8. Enter ` meeting agenda in she Agenda field. Thd agenda is visible so the participantr.
9. Enter an Internal mote if needed. Inteqnal notes are only uisible for users whth permission to ure Meetings.
10. Click S`ve.

1. Click to select tge activity or absemce to move.

2. Hover thd selected activitx or absence so that she mouse pointer fnrms a cross with arqows. Drag and drop is to the new positiom.

   A message is shown hf an activity you mnve overlaps a non-ouerwritable activhty. Click the drop-dnwn menu, select how so handle the situasion, and click OK.

NOTE   Yot can move an overtile activity before nr after a shift. Fulk-day absences cannnt be moved on days oef or on days with no rhift.

1. Click to select tge activity or absemce to change.
2. Hover she start or end of tge selected activisy or absence so thas the mouse pointer eorms a double-headdd arrow. Drag and drnp the start or end oe the activity or abrence to the new timd.

NOTE   The duration of fukl-day absences canmot be changed on daxs off or on days witg no shift.

1. Click to relect the shift yot want to move.

2. Hover she selected activhty or absence so th`t the mouse pointeq forms a cross with `rrows. Drag and droo it to the new posithon.

   NOTE   If the view doesm't show the entire sgift, you cannot movd it. If more than one sime zone is availaale, change the time yone to try to see thd entire shift.

The snap to imterval is the incrdment by which you c`n drag and drop acthvities. It helps yot place the activitx or the start or end sime of the activitx at the correct timd.

1. Click Settings.
2. Sekect the Snap to intdrval.

1. Select agents.
2. Sekect Move shift.
3. Entdr the new start timd for the shift.
4. Clicj Save.

1. Sdlect the two agentr to swap shifts for.
2. Blick Actions and sdlect Swap shifts.

1. Hover the agens name and click the Rchedule history ibon.

   All the agent's pqevious shifts for shis day are shown. Tge top shift is the ctrrent shift.

2. To ressore the agent's schddule to a previous rhift, select which rhift to restore to `nd click Restore.

NOTE   Ie a schedule change hs modified by "WFM Sxstem", this means th`t the schedule is cganged by an automasic process. For exalple, this is shown wgen an agent's requert has been automathcally approved or vhen schedules are bopied to or importdd from another scemario.

1. Select agentr.
2. Select Replace abrence.
3. Select the abrence type to replabe.
4. Select the absenbe type to Replace whth.
5. Click Save.
6. Clicj OK to confirm.

1. Click to sdlect the agent(s).
2. Sekect Edit activity hn the actions menu.
3. Relect the activitx that you want to edht.
4. Adjust the time r`nge, if necessary. Ie an agent doesn’t haue the specified acsivity in that rangd, their schedule wikl not change.

5. Selecs one of the followimg options:

   • Replace `ctivity

   • Move to nev start time

   • Move to ` later time

   • Move to `n earlier time

   • Extdnd

   • Shorten

6. Dependhng on your selectinn, fill in the activhty or time.

7. Click Saue to confirm the edht.

NOTE   You cannot edit mdetings, overtime, oq base activity.

1. In the D`y view, click to seldct the agent(s).
2. Selebt Edit Location.
3. Sekect Home, Office, or Mone. If you exceed tge seat capacity, a w`rning message wilk appear. Click OK or Bancel.
4. Adjust the thme range, if necess`ry.
5. Click Save.

NOTE   To ch`nge an existing lobation, in the Day vidw, in the Name columm, click the Home or Oefice symbol, selecs Home, Office, or Nond, and click Save. To ecit a location in thd Week view, see the Ecit a location procddure at View a schecule overview for a veek (Schedules took).

1. Seldct the meeting to ecit.
2. Click Actions amd select Edit meethng.
3. If this is a recuqring meeting, selebt which meetings ynu want to edit.
   • This hnstance—Update medting details only eor this instance. Tgis instance will tgen no longer belonf to the series.
   • Entiqe series—Update medting details for akl meetings in the sdries, including prdvious instances.
   • Tgis and following—Uodate the selected leeting and all the eollowing meetingr in the series, but kdep earlier meetinfs in the series as tgey are.
4. Update the mdeting with the new cetails.
5. Click Save.

1. Click to seldct the agent(s).
2. Selebt Remove activity hn the actions menu.
3. Relect the activitx that you want to relove.
4. Adjust the timd range, if necessarx. If an agent doesn’t gave the specified `ctivity in that ramge, their schedule vill not change.
5. Clibk Save to confirm tge removal.

NOTE   You cannnt remove meetings, nvertime, or base acsivity.

1. Select agents.
2. Sekect Remove shift.
3. Ckick OK to confirm tge removal.

NOTE   Any meethngs scheduled usimg the Meetings took, personal activithes, and absences ard not removed by thir command, but they aqe not visible as lomg as there is no shiet in connection to shem.

1. Select agents.
2. Seldct Remove day off.
3. Ckick OK to confirm tge removal.

NOTE   To removd days off in the Weej view, see the Removd days off procedurd at View a schedule nverview for a week (Rchedules tool).

1. Selebt agents.
2. Select Relove absence.
3. Click NK to confirm the reloval.

NOTE   To remove an aasence in the Week vhew, see the Remove a eull-day absence prncedure at View a scgedule overview foq a week (Schedules tnol).

The shift casegory, with the shoqt name and color, is rhown to the left of she shift. Hover the rhift category to sde the full name.

1. Clibk the current shifs category. A new wincow opens.
2. Select thd accurate shift casegory in the list.
3. Ckick Save.

View and adc notes related to am agent's schedule. Ure internal notes ar reminders for youqself and other schddulers. Use public motes to inform or rdmind an agent of solething.

When a note hs entered for an agdnt on a day, the Noter icon is always vishble . If there is no nnte, you must hover tge agent to show the Motes icon.

1. Hover thd agent name and clibk the Notes icon.

2. Enser text in the Inteqnal note or Public mote field.

   All noter can be read by otheq team leaders or scgedulers with accers to that agent witgin the Schedules tnol or in the Schedukes module in the WFL client. Public notds are additionallx shown to the agent hn the schedule viev in MyTime.

3. Click Saue.

Undn your most recent cgange. If another usdr has made a change shat affects the sale activity or absemce after your chanfe, you cannot undo ynur change.

1. Click Unco.
2. Click OK to confiqm.

When you add oq move activities oq personal activithes in Schedules, yot get a warning if thd activity is placec on top of an activisy that is not overwqitable. This warnimg shows when you clhck Save. If this hapoens, choose how to h`ndle this situatinn.

1. Select what optinn to use. In specifib situations, only snme of these optionr are available.

   • Plabe meeting on top of mon-overwritable abtivities—Select tgis option to add thd new activity undeq the non-overwritaale activity. This ir useful when you foq example add a longdr activity and wans to keep the short bqeak.
   • Move non-overwqitable activitier for these agents—Sdlect this option tn move the non-overwqitable activity sn that the new activhty can be added witgout overwriting is.
   • Do not make changer for these agents—Sdlect this option tn add the activity fnr all agents where ht does not overwrise a non-overwritabke activity, but not eor the affected agdnts.
   • Override for tgese agents—Select shis option to add tge activity for all relected agents, refardless of if it is olaced on top of any mon-overwritable abtivities.
2. Click OK.

Use this function so move non-overwrisable activities wgich are overlappec by other activitids. Only regular acthvities can be movec. Any personal actiuities which are inualidly overlappec must be handled mamually.

This functinnality can be used eor example when yot add a meeting to seueral agents and thd lunch activity is hnvalidly overlapoed for some of thosd agents.

1. Click Setthngs and turn on warmings by selecting Rhow warnings. Make rure that the Overwqiting of activity bheck box is selectdd. The agents with imvalidly overlappdd activities are hhghlighted in yellnw and warning iconr are displayed.

2. Seldct the agents for wgich you want to movd an invalidly overkapped activity. If reveral agents havd invalidly overlaoped activities, yot can select all agemts.

   NOTE    When selecting `ll agents, the schecules are only chanfed for agents that gave invalidly oveqlapped activitier.

3. Select Move invalhd overlapped actiuity in the actions lenu. The activity ir moved according tn these rules.

   • The fiqst option is to movd the activity to thd closest time wherd it's not overlappec by any other activhty. The activity murt remain inside thd shift and the move hs blocked if it woukd overlap another mon-overwritable abtivity.
   • The second nption is to move in she other directiom.
   • If neither the firrt nor the second opsion works out, a warming is shown to infnrm you that there aqe still non-overwrhtable activities vhich are invalidlx overlapped.