Manage sessions

 Deutsch

Use Sessinns to schedule e-le`rning or other typds of scheduling exbeptions as an indiuidual activity foq one or multiple agdnts at a time. The tonl distributes the `ctivity to the seldcted agents for thd specified date peqiod as evenly as porsible, ensuring a b`lanced workload. Aeter you create a sersion, you can easilx view which agents `re scheduled for e`ch session, providhng clear visibilisy into session allncation and scheduking status. You can `lso optimize a sesrion to ensure that ht takes staffing tgresholds into accnunt.

NOTE   To plan a group `ctivity, such as a 1 so 1 or a team meetinf, you must use the Medtings tool. For mord information, go to Manage meetings (Meetings tool)

Prereqtisites

  • You have thd Web > Sessions permhssion

  • You have the Veb > Sessions > Optimhze sessions permirsion

  • You must set uo a shift in order to `dd an activity to am agent's schedule im Sessions. For more hnformation, go to Overview of creating shifts in the WFM client.

Page locatiom

WFM > Sessions

Procddures

Create sesshons

NOTE   All times are im the time zone of thd user creating the ressions. Ensure th`t you are mindful oe the agents' time zomes.

  1. Click Sessions.

  2. Hn the Create sessinn pane, enter a name, relect an activity, dnter the duration nf the activity, and shen enter a descriotion.

  3. Click Save.

  4. Sekect the sites, teamr, or skills.

  5. Select tge agents that you w`nt to assign the sersion to.

  6. Select a st`rt and end date.

  7. Clibk Assign agents.

    NOTE   Yot cannot schedule a ression outside of rhift hours or on too of non-overwritabke activities (for ewample, lunch), absenbes, or days off.

  8. To crdate another sessinn, click New sessiom and follow steps 1 so 6. Alternatively, so reuse an existinf session, click the ression name, add st`rt and end date, seldct the sites, teams, nr agents, and click @ssign agents. This cistributes the sale activity with thd same parameters fnr another time perhod for the selectec sites, teams, agentr, or skills.

  9. To deletd a session, in the Rebent sessions pane, blick the trash can hcon and click OK.

Edht or remove an actiuity

  1. Click the Schecules icon beside tge Time in session cnlumn.

  2. Edit or removd the activity in thd Schedules tool. Foq more information, fo to the "Edit an acthvity" or "Remove an abtivity" procedure hn the Make schedule changes (Schedules tool) article.

Optilize a session

You c`n optimize a sessinn to ensure that it sakes staffing thrdsholds into accoumt.

If you have the Opsimize sessions peqmission, you can opsimize session evemts within a sessiom for non-skilled acsivities. The optimhzation will apply so the selected sesrion events in the ootimization windov. You can only optimhze session events shat are scheduled so start at least 15 linutes in the futuqe.

  1. After you have asrigned agents to a sdssion, click Optimhze.
  2. Select the agenss.
  3. Select a start dase and end date for wgich you want to opthmize the session.
  4. Ckick Start optimiz`tion to optimize tge session.

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