Configure workdays per week

The contract schedule defines how many workdays and days off the agent has per week, and which days of the week that are the default days off.

NOTE   

The agent's work time for a schedule period is always calculated based on the combination of their contract, contract schedule and part-time percentage.

  • The contract defines the average work time per workday.
  • The contract schedule defines the number of workdays per week.
  • The part-time percentage defines the percentage that the agent works out of the average work time per day defined in their contract.

The calculated contract time for the schedule period is shown in the Schedules module.

The contract schedule is not related to the number of days the contact center is open, only to which days the agents work. If the contact center always is closed on a specific day of the week, that day should be set as a non-workday in the contract schedule.

The average number of workdays per week is not always a whole number, for example if agents with a part-time contract work two days one week and three days the next. In these cases, add an additional week to the contract schedule to handle that.

Prerequisites

  • You have the Options permission.

Page location

Client > Options > Contract > Contract schedules

Procedures

Create a contract schedule

Create a contract schedule to define the number of workdays per week.

  1. Click Add new contract schedule (the top add button).
  2. Enter a Name to describe the contract schedule.
  3. If the average number of workdays for a week is not a whole number, click Add new week (the lower add button).

  4. Select the default workdays by checking the days of week check boxes.

    NOTE   It is important that the number of workdays corresponds to the average number of workdays per week for an agent. If the average is 2,5 workdays per week, select 2 days one week and 3 days the other week. This requires a schedule period longer than one week.

  5. Click Apply to save.

Delete a contract schedule

Delete contract schedules that are no longer in use and for which you no longer need the history.

  1. Select the contract schedule to delete in the Schedule menu.
  2. Click Delete.
  3. Click Yes to the confirmation question.
  4. Click Apply to save.

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