Adjust agents' availability
Adjust the agents’ hourly availability to work or their availability to work overtime. This might be needed if they would cause issues in scheduling.
Use the Restrictions view to identify if agents have added hourly availability that conflict with any work rules or other restrictions. See Review conflicting restrictions for more information.
You can also add agents’ hourly availability for them if they for some reason cannot add them themselves before the period for entering preference closes.
Use the Restrictions tab in the agent Info view to review the restrictions that apply to each day. See Review agent details for more information.
- You have the Schedules permission.
- You have the Global functions > View schedules permission.
- You have the Global functions > Modify schedules permission and the underlying Modify person restriction permission.
- You have the Global functions > View unpublished schedules permission.
Client > Schedules > Open schedule
Adjust or add hourly availability for an agent
- Right-click the day in the Schedule view or Restrictions view and select Add hourly availability.
- Change the hours for which the agent is available.
- Click OK
Delete hourly availability for an agent
Delete an agent’s hourly availability for one or several days if it is causing conflicts with work rules or other restrictions. Note that you cannot restore deleted hourly availabilities.
NOTE This action deletes both the hourly availability and any preferences for the selected day.
- Select the agent in the Schedule view.
- Go to the Restrictions view.
- Select the agent whose hourly availability you need to delete.
- Select the days where you want to delete the hourly availability.
- Click Delete.
Adjust overtime availability for an agent
Add overtime availability for when an agent can work extra hours.
- Right-click the day in the Schedule view and select Add overtime availability.
- Change the hours for which the agent is available to work overtime.
- Click OK.
Delete overtime availability
Delete agents’ previously added availability to work overtime.
- In the Schedule view, select the days for which you want to remove the overtime availability.
- Right-click and select Delete special.
- Select the Overtime availability check box.
- Click OK.