Create WFM agent contracts

Create contracts to define the average work time per day for the agents. The contract contains settings for weekly and nightly rest time and maximum work time per week. Connect one or more multiplicator definition sets to the contract to define how agents on this contract will be compensated when they work extra time.

Before you start creating contracts, consider which contracts to create and how to handle agents working part-time. Either set up specific contracts for part-time agents that define their average work time per day or assign the full-time contract to them and use the contract schedule and part-time percentage to adjust the work time.

Prerequisites

• You have the Options permission.

Page location

Client > Options > Contract > Contracts

Procedures

Create a contract for fixed employees

1. Click New contract.
2. Enter a Description that clearly identifies what the contract is used for.
3. Select an Employment type.
   • Fixed staff normal work time—The scheduled time and number of days off must match with the target for the schedule period. This type is often used when the schedule period is a set number of weeks.
   • Fixed staff day work time—The target time for the schedule period is calculated based on the average work time per day and the number of scheduled days off. This type is often used for monthly schedule periods.

4. Enter an Average work time per day. This is the average daily contract time for a full-time employee, or for a part-time employee if you choose to create a contract specifically for them.

   NOTE   If the average daily work time is very specific, this can be hard to achieve with a part-time percentage of a full-time contract. In these cases, create a specific part-time contract with the exact average daily work time for these agents.

5. If needed, enter a Target tolerance.

   The target tolerance is used to handle two different situations.

   • When the exact target contract time cannot be achieved for the schedule period with their shift setup.
   • When you want to schedule more hours than the target time for schedule periods where there is understaffing and less hours if there is overstaffing.

6. If needed, enter a Days off tolerance.

   The days off tolerance is used to schedule more days off than the target for schedule periods where there is overstaffing and less days off if there is overstaffing. When adding tolerance on days off, this might require you to also add a target tolerance.

7. Enter the Maximum time per week. This is the maximum work time per calendar week, including any scheduled overtime. The maximum time per week is often based on the local labor laws or union agreements.
8. Enter the Minimum time per week. This is minimum work time per calendar week.
9. Enter the Nightly rest time. The nightly rest time is the minimum number of hours from the end of one shift to the start of the next shift. The validation is based on work time and includes any scheduled overtime. The nightly rest time is often based on the local labor laws or union agreements.

10. Enter the Weekly rest time. The weekly rest time will ensure at least one longer block of uninterrupted rest time for each calendar week. Absences are not included when calculating the weekly rest.

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

11. The Min time per schedule period setting is only used for hourly employees.

12. Select how to calculate the number of hours for a Full day absence. If there is no need to override the value, use the contract value.

    From contract uses the average work time per day defined on the contract.

    From schedule period uses the hours per day value specified for the schedule period. Use the schedule period value to make it possible to override the value if needed.

13. Select the Multiplicator definition sets to connect to this contract. The multiplicator definition sets define how the agents are compensated for working overtime or inconvenient work hours.
14. Click Apply to save.

Create a contract for hourly employees

Create a contract to use for hourly employees. Only some of the contract settings are applicable.

1. Click New contract.
2. Enter a Description that clearly identifies what the contract is used for.
3. Select the Hourly staff Employment type. When using the hourly staff type, there is no target time for the schedule period. Agents are scheduled when there is a resource need. A minimum work time per schedule period can be set.
4. Enter an Average work time per day. This is the average daily work time. It must be set but has no effect on the scheduling of hourly employees.
5. Enter the Maximum time per week. This is the maximum work time per calendar week, including any scheduled overtime. The maximum time per week is often based on the local labor laws or union agreements.
6. Enter the Nightly rest time. The nightly rest time is the minimum number of hours from the end of one shift to the start of the next shift. The validation is based on work time and includes any scheduled overtime. The nightly rest time is often based on the local labor laws or union agreements.
7. Enter the Weekly rest time. The weekly rest time will ensure at least one longer block of uninterrupted rest time for each calendar week. Absences are not included when calculating the weekly rest.
8. The Min time per schedule period setting is only used for hourly employees.

9. Select how to calculate the number of hours for a Full day absence.

   From contract uses the average work time per day defined on the contract.

   From schedule period uses the hours per day value specified for the schedule period. Use the schedule period value to make it possible to override the value if needed. If there is no need to override the value, use the contract value.

10. Select the Multiplicator definition sets to connect to this contract. The multiplicator definition sets define how the agents are compensated for working overtime or inconvenient work hours.
11. Click Apply to save.

Delete a contract

Delete contracts that are no longer in use, and for which you don't need the history.

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

Related topics

• How work time is calculated
• Configure workdays per week
• Configure part-time percentages
• Manage WFM agent work rules