Manage multiplicators and definition sets in the web

Multiplicators

Agents are often paid extra when they work overtime and when they work evenings, nights, weekends, or holidays. Create multiplicators to define how much extra the agents are paid in different situations. The multiplicators are then used to set up rules in multiplicator definition sets to define how much the agents are paid at different times, days of the week and dates. These rules are used in the payroll exports.

Definition sets

Create multiplicator definition sets containing rules to control when agents get extra compensation. This is done by defining which multiplicators should be used for specific dates and date periods, days of the week, and times of the day. The definition sets apply when doing payroll exports.

A multiplicator definition set can only contain one type of multiplicator; either overtime multiplicators or shift allowance multiplicators. Set which type of multiplicator should be used when creating the multiplicator definition set.

NOTE   Sometimes there is a need to apply two shift allowances to apply on top of each other, for example if an agent is working an evening shift on New Year's Eve. If so, add the day of week shift allowance and the holiday shift allowance in separate definition sets. Connect both definition sets to the agents' contracts.

When the multiplicator definition sets are configured, select which ones you want to apply to agents' contracts. There must be at least one overtime multiplicator definition set connected to an agent's contract in order to add overtime to their schedule.

Sometimes agents can be compensated for working overtime in different ways, with either extra pay or time they can take off later. If that is the case, set up one definition set for paid overtime and one for overtime compensated with time off. Connect both to the agents' contract. When overtime is added, select which definition set to apply. After you complete the below procedures, you must associate a contract with a multiplicator definition set. For more information, refer to Create WFM agent contracts and rotations.

Prerequisites

This feature is also available to Calabrio GovSuite users.

  • You have the Scheduling settings permission.

Page location

WFM > WFM settings > Scheduling settings > Multiplicators

Procedures

Set up multiplicators for extra compensation

Create multiplicators

Create multiplicators to define by how much the standard pay is multiplied.

  1. Click Add multiplicator.
  2. Enter a Name.
  3. Enter a Short name.
  4. Select a Color.
  5. Enter a Multiplicator type. Shift allowance is extra compensation when working evenings, nights, weekends or holidays. Overtime is extra compensation when agents work more than the contract time.

  6. Enter a Multiplicator value, for example 1, 1.25 or 1.50. This value defines by how much the standard pay is multiplied.

    NOTE   In many payroll systems, the calculation of the compensation is based on the payroll system code rather than the multiplicator value.

  7. Enter a Payroll system code. The payroll system code is the code that is used by the payroll system to identify what the schedule item is and how it affects the agent's compensation.
  8. Click Save.

NOTE   To edit information again, click a cell.

Delete a multiplicator

Delete multiplicators that are no longer needed.

  1. Click the trash can icon for the multiplicator that you want to delete.
  2. Click Delete.

Clone a multiplicator

Clone a multiplicator.

  1. Click the copy icon for the multiplicator that you want to copy.
  2. Edit the fields, where necessary.
  3. Click Save. If you do not want to save the multiplicator, click Discard changes.

Set up rules for when extra compensation applies

Create a new multiplicator definition set

Create a multiplicator definition set to control when agents get extra pay.

NOTE   If you want to view the contracts that are associated with a multiplicator definition set, click the contracts hyperlink beside the definition set in the left hand-pane.

  1. On the Multiplicators landing page, click Manage definition sets.
  2. Click Add definition set.
  3. Enter a Name.
  4. Select a Multiplicator type. Shift allowance definition sets control when agents get extra pay for working evenings, nights, weekends, or holidays. Overtime definition sets control when agents get extra pay for working additional hours, on top of their contract hours.
  5. Click Add.
  6. The next step is to add rules to the definition set. Refer to the Add day of week rules or Add from-to rules procedure.

Add day of week rules

Add day of week rules to set up rules for extra pay on certain days of the week.

  1. Click the plus icon. A new row is added to the table.
  2. Set the Type to Day of week.
  3. Select a day of the week.

  4. Enter a Start time and an End time for when the rule applies. If the rule applies to night shifts, set the start time to for example 9PM and the end time to 5AM. When the end time is earlier than the start time, +1 will automatically be added to the end time. The +1 indicates that it is the following day.

    NOTE   The times are set in the agents' time zone.

  5. Select a Multiplicator to define the extra pay for the given time period.
  6. Click Save to save the changes.

Add from-to rules

Add from-to rules to set up rules for extra pay on specific dates or date periods.

  1. Click the plus icon. A new row is added to the table.
  2. Set the Type to From-To.

  3. Click in the From and To fields to set dates and times.

    NOTE   The times are set in the agents' time zone.

    EXAMPLE   Agents get extra compensation if working on New Year's Eve. In the rule, From is set to December 31, 8AM and To is set to December 31, 6PM.

  4. Select a Multiplicator to define the extra pay for the given time period.
  5. Click Save to save the changes.

Clone a multiplicator definition set

  1. Click a multiplicator definition set.

  2. Click Copy.

Delete a multiplicator definition set

Delete multiplicator definition sets that are no longer used.

  1. In the left-hand pane, click the multiplicator definition set that you want to delete.
  2. Click Delete and then click Delete again to confirm.

Clone a multiplicator rule

  1. In the left-hand pane, click a multiplicator definition set.

  2. In the Multiplicators table, click the copy icon for the multiplicator rule that you want to copy.

  3. Edit the fields, where necessary.

  4. Click Save. If you do not want to save the multiplicator rule, click Discard changes.

Delete a multiplicator rule

Delete multiplicator rules that no longer applies.

  1. In the left-hand pane, click a multiplicator definition set.

  2. In the Multiplicators table, click the trash can icon for the row that you want to delete.

  3. Click Save.

To associate a contract with a multiplicator definition set, refer to Create WFM agent contracts and rotations.

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