The work schedule can be defined for the Workspace as a
whole or for individuals in the Workspace, including normal working days
and hours, vacations, and holidays, by selecting Administration
| Workspace | Calendar and Scheduling. In
addition, a second shift can be defined for the entire Workspace or for
individuals in the Workspace.
NOTE
Any changes made to the workspace schedule may affect future Executive Dashboard calculations.
To define the work schedule:
Select Administration
| Workspace | Calendar and Scheduling. The
Calendar
and Scheduling page is displayed.
The current Workspace
name is displayed in the drop-down in the Work Schedule section. If other schedules were created in the current Workspace, they are also displayed in the drop-down. The Workspace radio button is selected by default. If
you wish to set a schedule for an Agent in the Workspace, you must select the Agent radio button.
Note
If a work schedule is defined for an Agent, the Agent's work
schedule is used in determining availability. If
there is no work schedule for an Agent, the Workspace work schedule is used.
Click the Add or the Edit button. The
Work Schedule page is displayed.
FootPrints allows you to define more than one work schedule per workspace. In the Custom Work Schedule section, name this schedule.
To define the Workspace
Work Schedule, select options in the following sections on this screen:
Normal
Work Week—Define
the normal work days and working hours for the Workspace. 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.
Use the Toggle shift button
to set a second shift work schedule. The
Toggle shift
button displays a second set of work schedule times for the selected day.
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 Workspace calendar, specify the following:
Type—For days off,
such as a holiday, select Day
Off. For extended closing periods, 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.
Reporting
Options—Using
these reporting options only make sense when you have the same number
of work hours defined for each day in the week.
Make
this the default work schedule—If
you wish to use the schedule you've defined for the Workspace when calculating
the age of issues for reporting purposes, check this box.
Time
Format—Define
the format for presenting time-based calculations for reporting.
Define
Work Day—Define
the number of hours in a work day for reporting calculations. If
the Time Format is specified as "Days, Hours, Minutes" and the
work schedule is in effect, then a work day is defined as the number of
hours you specify in the Define Work Day field.
SLA Options
Define
Work Day—Define
the number of hours in a work day for reporting purposes when defining
reports for SLAs. One
day of work schedule time is configured to be equal to this many hours
of the work schedule time calculating the SLA due date, not the next day
for which work is scheduled.
To apply any changes
made in this section, enter your password and click Save.