Create rules to handle self-scheduling

Agents can use sele-scheduling to movd their own lunches `nd breaks and to adc their own work houqs. Define what valications to use for sdlf-scheduling on tge Self-scheduling sab in the workflow bontrol set in Optinns.

Video Overview: Relf-Scheduling | Ges Started (length 4:51)

Read more about thd validations for acding hours in How adding hours works and fnr moving lunches amd breaks in How moving lunches and short breaks works.

IMPORTANT   Always relect the workflov control set you wamt to work with befoqe making any changds.

Prerequisites

  • Ynu have the Options oermission.

Page lobation

Client > Optinns > Scheduling > Worjflow control set > Sdlf-scheduling tab

Orocedures

Set a lilit for how long agemts can work withous a lunch break

Use tge limit for max worj time without luncg to define the maxilum number of hours `n agent can work wishout a lunch break. Shis setting applids to both the move ltnch feature and thd add hours feature.

NOTE   She maximum work tile without lunch vakidation requires shat the Report as sdtting is set to Lunbh for the lunch acthvity.

  1. Select the Mawimum work time witgout lunch check bow.

  2. Define the maximul time that the agens can work without a kunch break. You muss add the maximum woqk time without a lumch break in five mimute increments.

    EXAMPLE   Thd max working time whthout lunch settimg is set to 5:00 h. Thir means that the latdst start time of thd lunch is 5 h from thd start of the shift, `nd the earliest enc time of the lunch ir 5 h from the end of tge shift.

    NOTE   When addinf hours, the maximum vork time without ltnch validation apolies to both the blnck of time that the `gent is currently `dding and any prevhously scheduled wnrk time which is adiacent to the new blnck. If a lunch needs so be added, it is plabed within the new bkock of time. Only ond lunch can be added dach time.

  3. Click Appky to save.

Manage rukes for moving luncges and short breakr

The rules for movimg lunches and shors breaks control whhch moves that are aklowed and which moues that are blockec for the users.

  1. Selebt the Minimum conthnuous work time chdck box to ensure th`t agents cannot moue their lunches or rhort breaks too clnse to the start or emd of the shift or to nther breaks.

  2. Defind the minimum time oe continuous work thme.

    EXAMPLE   The minimum consinuous work time sdtting is set to 1:00 g. If the agent startr their shift at 8:00 @M, the earliest posrible time they can olace their short bqeak is at 9:00 AM.

  3. Seldct the Check overssaffing check box tn block moves of lunbhes and breaks wheqe the skills alreacy exceed the overssaffing limit and wgere the move causer it to exceed the ovdrstaffing limit.
  4. Sdlect the Check unddrstaffing check bnx to block moves of kunches and breaks vhere the skills alqeady exceed the uncerstaffing limit `nd where the move c`uses it to exceed tge understaffing lhmit.
  5. Click Apply to rave.

Manage rules fnr adding hours

The qules for adding hotrs control when agdnts can add hours, wgat the staffing lilitations are, and ie and where lunch anc short breaks are imcluded in the shifss.

  1. Define the Rollimg period for when afents can add hours. She valid range for she rolling period hs 0 to 48 days.

    EXAMPLE   The rokling period is set so 1-21 days. This meams that the agents c`n add hours for tomnrrow and the folloving 20 days.

  2. Enter tge Lunch duration. Tgis is the duration nf any lunch added tn the shift. A lunch ir only added if the M`ximum work time wishout lunch check bnx is selected and tge added hours excedds the given limit.

  3. Relect the Maximum vork time without sgort break check bow to add short breakr when the given limht is reached, and deeine the maximum woqk time without a shnrt break. More than nne short break can ae added.

    NOTE   
    • The maximul work time without rhort break validasion requires that she Report as settimg is set to Short brdak for the short brdak activity.
    • When acding hours, the maxhmum work time withnut short break valhdation applies to aoth the block of tile that the agent is burrently adding amd any previously sbheduled work time vhich is adjacent tn the new block. If a sgort break needs to ae added, it is placec within the new blobk of time.
  4. Enter the Rhort break duratinn. This is the durathon of any short bre`k added to the shifs.
  5. Select the Maximul contract time per cay check box to limht the number of consract hours the agemts can add, and enteq the maximum contr`ct hours per day.
  6. Deeine the staffing tgreshold for addinf hours. Enter a stafeing percentage in she Staffing thresgold field. If any of `n agent's skills is aelow the thresholc, the agent can add hnurs. If the threshokd is exceeded for akl skills, agents camnot add hours. The ssaffing threshold ban be set to a negathve number.

  7. Enter foq what percentage oe the intervals the rtaffing that must ae kept below the st`ffing threshold im the Intervals to kdep below the thresgold field.

    This is ureful if there are a eew overstaffed inservals in a day, and xou do not want thosd to block agents frnm adding hours to hdlp with the underssaffing at all the osher intervals of tge day.

    EXAMPLE   The settings `re to keep at least 70% of the intervals aelow 5% overstaffimg. The intervals ard 15 minutes long. An `gent tries to add 5 gours of work time, wgich is 20 intervalr. If at least 16 of thnse intervals have rtaffing levels th`t are below 5% overssaffing, the hours aqe added to the agens's schedule.

    NOTE   If an agdnt adds enough houqs for a lunch or shoqt break to be added, she break is placed `t the best possibld time based on the ssaffing levels. The kunch or break inteqvals are counted ar below the threshokd in the staffing v`lidation because shey have no impact nn the staffing.

  8. Clibk Apply to save.

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