The Workspace Administrator can create and manage Agents'
work schedules. Agents can also create
and modify their own schedules through the FootPrints
personal Calendar.
To manage an individual Agent's work schedule as an Administrator, under Administration
| Workspace | Other Options | Calendar and Scheduling, click the Agent radio button,
select an Agent from the drop-down list, then click the Edit button. The
Work Schedule page is displayed.
Note
If a work schedule is defined for an Agent, the Agent's version of the work
schedule is used in determining availability. If
there is no work schedule for an Agent, the Workspace work schedule is used.
The Agent's work schedule can be defined here, including
normal working days and hours, vacations, and holidays. If
an Agent does not have a work schedule defined, the Workspace schedule is
used to determine availability.
The following options are available:
Normal
Work Week—Define
the normal work days and working hours for the Agent. For
each day of the week, do the following:
For each day worked,
check the
Work Day box and select a time range by entering start and stop
times in the drop-down boxes.
For 24-hour work
days, check the 24
Hour Day option.
Holidays/Exceptions—Define special
days when the normal work days and hours are not in effect.
Add
New Holiday/Exception—To
add a new holiday or exception to the schedule, specify the following:
Type—For days off,
such as a holiday, select Day
Off. For
vacations and extended leaves, select Date
Range. For
half-days or other exceptions (including, for example, a special Saturday
that is worked), select Partial
Day.
Name—Give the holiday
or exception a name, like Independence
Day, Closed
for Inventory, etc.
New
Date—Provide
the date of the holiday or exception.
End
Date—When
Date
Range is selected, also provide the date when the holiday ends
(this should be the last day of the holiday, not the first day back).
Start
Time/End Time—When
Partial
Day is selected, you must provide the start and end time of the
special time that is included in the work schedule (not the time that
will not be worked). This
is useful when you need to define additional work days for a busy season
or to define a half-day. For example, if 8am-12pm is selected on a day
where the normal work hours are 8am-5pm, the default Agent's schedule
only shows availability for 8am-12pm for that day.
Click Add New to add the
holiday or exception.
Modify
Existing Holiday/Exception—To
modify an existing holiday or exception, select it from the list and click
Modify. The
characteristics of the holiday/exception populate the options in that
section. Make
the changes.
Delete
Existing Holiday/Exception—Select
the holiday/exception to delete and click Delete.
To apply any changes made in this section, enter your
password and click Save.