Weekly rest time

The purpose of the Weekly rest time setting in the contract is to give the agent at least one block of non-work time within each calendar week.

A common way to ensure that the weekly rest time is fulfilled is to set the target length for the day off used in scheduling to the same number of hours as the weekly rest time. This also requires that the contract schedule contains at least one day off per week and that the optimization options are set to keep at least one day off per week. See Create days off and Configure workdays per week for more information.

EXAMPLE   The weekly rest time is set to 36 hours and the target length for the day off is also set to 36 hours. An agent has a week with only one day off. Because the day off is 36 hours, this day off ensures that the weekly rest is fulfilled.

If an agent has a week with no day off, the weekly rest could be fulfilled with time between shifts.

EXAMPLE   The weekly rest time is set to 24 hours. An agent has a day where their shift ends at 5:00 PM and their next shift does not start until 5:00 PM the next day. Even if the agent works all days of the week, this gap fulfills the weekly rest time.

The automatic scheduling and optimization procedures do not break the weekly rest time, for any reason. The weekly rest time can be broken by manual changes, like moving a shift or adding overtime. If it is broken, a validation warning is shown for all days that week in the client Schedules module.

When validating the weekly rest time for each agent, the calculation of the length of the weekly rest time is based on non-work time. Work time is all time scheduled on activities that are set as Is work time. This means that scheduled work hours that aren't contract time, for example overtime, are included. Any absences, such as vacation or illness, are not counted as weekly rest.

NOTE   The weekly rest calculation can include hours from the day before or after, even if that is a separate calendar week. For example, if the week is from Monday to Sunday and the agent's only day off of the week is on Sunday, the hours until the shift starts on the following Monday are included when calculating if the weekly rest is fulfilled.

The weekly rest time is defined in the contract. See Create WFM agent contracts for more information.