Configure WFM system settings in client

The System settings view in the WFM client contains a few general settings.

Prerequisites

  • You have the Options permission.

Page location

Client > Options > System settings > System settings

Procedures

Configure the default segment length to use when designing shifts

Segments are the time chunks that help define the alternative start times, end times and lengths of activities and shifts when creating shifts. The default segment is used as the default, but can be changed.

EXAMPLE   The early start is 8:00, the late start is 9:00 and the segment length is 0:15, the generated shifts will start at 8:00, 8:15, 8:30, 8:45 and 9:00.

  1. Click to expand the Default segment length menu and select the segment length you want to use as default; 0:10, 0:15, 0:30 or 1:00
  2. Click Apply to save.

Select the type of ready-time adherence calculation to use

Select which type of ready-time adherence calculation to use in MyReport in MyTime and for awarding agent badges.

  1. Click to expand the Ready-time adherence calculation for MyReport menu and select which ready-time adherence calculation to use.
  2. Click Apply to save.

Enter a support email address

The defined support email address is used to send error messages to if there is a technical failure.

  1. Click in the Support email address field and remove the previous address if needed.
  2. Enter the email address to use as the support email address.
  3. Click Apply to save.

Configure when to notify agents of activity changes

Agents are notified when they have an activity change in their schedule. Define how many seconds prior to the activity change that the notification should pop up.

  1. Use the arrows to increase or decrease the number of seconds in the Time ahead of activity change to alert agent field.
  2. Click Apply to save.

Configure for how long to show the activity change notification

Agents are notified when they have an activity change in their schedule. Define the number of seconds to show this notification.

  1. Use the arrows to increase or decrease the number of seconds in the Notification duration field.
  2. Click Apply to save.

Select for what hours to add full-day absences

The full-day absence setting is used when a full-day absence is added to a day where there is no previously scheduled shift, for example through an approved absence request. The default values are 00:00 to 23:59. This means that when an agent requests a full-day absence and the absence is approved the absence will start at 00:00 and end at 23:59.

Update this setting if you work with shifts that cross midnight. If a full-day absence is added on one day before any scheduling is done, and later a night shift is added on the day before, the full day absence would cover the end of that shift if the default settings are used. By changing the settings to for example 07:00 to 23:59, the full day absence will only cover the current day's shift.

  1. Click the Start time field and enter the start time of the full-day absence.
  2. Click in the End time field and enter the end time of the full-day absence.
  3. Click Apply to save.

NOTE   The way full-day absences are stored is currently being changed, and the new way is successively implemented within the system. This full-day absence setting does not apply to the new way of storing full-day absences. The new way of storing can handle situations with overnight shifts without any risk of overlapping.

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