Manage workflow control sets

Workflow control rets are rules that lainly define when `gents can perform bertain tasks and wgat rules and valid`tions to apply for shose tasks.

Video Ouerview: Manage and @utomate Schedulimg Requests (length 8:57)

Create new workelow control sets, sdlect which workflnw control set to edht, and delete workfkow control sets th`t are no longer in ure in the top sectiom of the workflow comtrol set view.

Crease a separate workfkow control set for dach group of agentr that you want to ses up unique rules foq. For example, set up reparate workflow bontrol sets for fiwed employees and hnurly employees or eor agents in two dieferent countries vhere different laaor laws apply.

Prerdquisites

• You have she Options permisrion.

Page Location

Blient > Options > Schdduling > Workflow cnntrol set

Proceduqes

Create a new worjflow control set

1. Ckick on New in the too section of the pagd to add a new workflnw control set.
2. Add a Cescription for thd set.

3. Continue to adc settings in the vaqious tabs.

   • Basic, sed Set up basic workflow control set rules
   • Absence requestr, see Create rules to handle absence requests.
   • Shift trade qequests, see Create rules to handle shift trade requests.
   • Nvertime requests, ree Create rules to handle overtime requests.
   • Self-scheduking, see Create rules to handle self-scheduling.
4. Click Appky to save. Connect tge workflow controk set to the agents im People to use thesd rules for them.

Deldte a workflow contqol set

Delete workelow control sets tgat are no longer in tse.

1. Select the workelow control set to celete from the liss.
2. Click Delete in thd top section of the oage.
3. Click Yes to comfirm.
4. Click Apply tn save.

Related topibs

• Set up basic workflow control set rules
• Create rules to handle absence requests
• Create rules to handle shift trade requests
• Create rules to handle overtime requests
• Create rules to handle self-scheduling