Create rules to handle self-scheduling

Agents can use self-scheduling to move their own lunches and breaks. Define what validations to use for self-scheduling on the Self-scheduling tab in the workflow control set in Options.

Read more about the validations for self-scheduling in About self-scheduling.

IMPORTANT   Always select the workflow control set you want to work with before making any changes.

Prerequisites

  • You have the Options permission.

Page location

Client > Options > Scheduling > Workflow control set > Self-scheduling tab

Procedures

Set a limit for how long agents can work without a lunch break

Use the limit for max work time without lunch to define the interval where agents can move their lunch.

NOTE   The maximum working time without lunch validation requires that the Report as setting is set to Lunch for the lunch activity.

  1. Select the Max working time without lunch check box.
  2. Define the maximum time that the agent can work without a lunch break.

    EXAMPLE   The max working time without lunch setting is set to 5:00 h. This means that the latest start time of the lunch is 5 h from the start of the shift, and the earliest end time of the lunch is 5 h from the end of the shift.

  3. Click Apply to save.

Define the minimum continuous work time

Use the setting for minimum continuous work time to ensure that agents cannot move their lunches or short breaks too close to the start or end of the shift or to other breaks.

  1. Select the Minimum continuous work time check box.
  2. Define the minimum time of continuous work time.

    EXAMPLE   The minimum continuous work time setting is set to 1:00 h. If the agent starts their shift at 8:00 AM, the earliest possible time they can place their short break is at 9:00 AM.

  3. Click Apply to save.

Disregard overstaffing or understaffing when moving lunches and short breaks

Make it possible for agents to move their lunches and short breaks, regardless of the staffing situation.

  1. Clear the Check overstaffing check box to allow moves of lunches and breaks where the skills already exceed the overstaffing limit and where the move causes it to exceed the overstaffing limit.
  2. Clear the Check understaffing check box to allow moves of lunches and breaks where the skills already exceed the understaffing limit and where the move causes it to exceed the understaffing limit.
  3. Click Apply to save.

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