Troubleshoot scheduling issues

Be aware of the agent time zone while troubleshooting. Shifts, rotations, availabilities, and so on should be created and assigned based on the agent time zone.

The work week start day needs to be considered for the schedule period, rotation and availability tab. This also determines “day 1” when building rotations and availabilities.

• Confirm that the following fields have correct values in the person period.

  • Skills are assigned and at least one of the skills is marked as active.

  • Contract and contract schedule are correctly assigned.

  • Shift bag is correctly assigned. If the shift bag dictates the start time, ensure that it is assigned according to the agent’s local time zone.

Ensure that the correct dates are selected.

• If using a week type of schedule period, ensure that the date of the schedule period matches the work week start day in the General tab. For example, if your work week starts on a Monday, ensure that the date selected for the schedule period is Monday.

• If using a month type of schedule period, ensure that the date of the schedule period starts on the first day of the month regardless of the day of the week.

• Ensure that the "from date" matches the work week start day in the General tab. For example, if your work week starts on a Monday, ensure that the date selected for the rotation is Monday.

• If the rotation dictates the start time, ensure that it is assigned according to the agent’s local time zone.

• Ensure that the "from date" matches the work week start day in the General tab. For example, if your work week starts on a Monday, ensure that the date selected for the availability is Monday.

• If the availability dictates the start time, ensure that it is assigned to the agent’s local time zone.

You can check the forecast creation in two places:

• In Forecasts module, locate the skill, right-click the skill, and open the forecast for the dates that you are scheduling.

• In the results view in the Schedule module, check the day and intraday level.

Open the skill properties and check the main activity.

Check the workload properties to ensure that the open hours are correct. Then, open the forecast to ensure that the open workload day templates applied also have the correctly applied open hours.

Verify that the shift lengths match the contract length and cover any start times specified in the rotation or availability. The shifts should be configured to match the start time in the agent’s local time zone.

Check the Availability Date and Availability Day of Week tabs to ensure that the shift is not disabled for any particular date.

Go to Options > Scheduling > Day off and check the day off flexibility. The flexibility should be equal to the number of hours that the agent's shift runs into the next day.

Go to Options > Scheduling > Absences and check the configuration of the absence. Any absence that is not configured as “in contract time” will prevent the contract time for being fulfilled for the week.

Go to Options > Contract > Employment type and review the contract settings.

• Fixed staff normal work time – This employment type is used for agents that have fixed working schedules.

• Fixed staff day work time – This employment type is used if agents need to work x number of hours per month or year, but can fluctuate.

• Hourly staff – This employment type is only used when agent enter their availability in MyTime or if agents will be scheduled to fill the gaps of fixed staff.

Go to Options > Contract > average time and tolerance and check the contract settings:.

• The target time for agent contracts is derived from multiplying the average work time per day in the contract, by the number of days selected in the contract schedule for the agent.

• If you want to use this contract for an agent that works either more or less than 8 hours per day or 40 hours per week, you may need to add some target tolerance.

• The day off tolerance is determined by the assigned contract schedule for an agent. If the agent is assigned a 5 day contract schedule, you must add tolerance if there is any situation where an agent will work more or fewer than 5 days per week.

You can use availabilities to indicate the possible hours that an agent can work, with guidelines for the earliest start and latest end time. You can also use the "available" check box to indicate which days of the week an agent should work. Day 1 is always aligned with the work week start day determined in the People module. Availability times should always be created and assigned in the agent's local time zone.