Schedule Type
Schedule Type's are used to define how a scheduled item affects a roster.
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The primary purpose of Schedule Types for administrators is in creating Break types and Business Hours types.
Roster
Defining Break Types
The Schedule Type 'Roster' Allows you to create the different types of breaks that can be taken during a shift. Breaks must be marked as Subtractive (i.e. don't tick the 'Addivitive checkbox').
When creating a break you should enter the fields as described below:
| Field | Description |
| Name | Name of the break. e.g. Lunch, Meeting, Tea Break |
| Description | An expanded description of the type of break. |
| Type | Roster |
| Additive | Leave unchecked as Breaks 'subtract' from an allocated shift. |
| Use Agent's Colour | Leave unchecked. |
| Background Colour | Select a colour that will be used on the Roster UI when displaying breaks of this type. Select a colour that isnt' used by any Agent otherwise the Breaks will be hard to see. |
| Font Colour | The colour of the Font to display the break name in. |
| Show | If show is turned off then the break wouldn't show (as a colour coded block) but rather just leave a whole in the shift at the point it is allocated. |
| Priority | 0 |
| Counts for Requirement | Leave off. |
Defining Business Hours
Used when creating Business Hours to describe whether a a Schedule is Addative Additive or Subtractive.
An Additive schedule adds to the hours that you are open for business whereas a Subtractive reduces your open hours.
For example you may create a Subtractive type of 'Public Holidays'.
All other attribues attributes are ignored.
Availability
The two builtin built-in Types Available and Unavailable are normally sufficient.
Preferences
The builtin built-in Types Preferred and Dislike are normally sufficient.
Requirements
Builtin Built-in Type is all that is required.
Reservations
Builtin Built-in Type is all that is required.
Type
There are 7 discrete types Availability, Requirements, Roster, Preferences, Contact Hours, Reservation, Leave, Template.
Each Type has a special meaning within the system and Schedule Type's of a particular Type will only show in the system where they are appropriate to use.
For example: If a Schedule Type is defined as having a type of 'Leave' then this Schedule Type will be available to select from the 'Agent Management' screen when configuring leave for an agent.
| Type | Usage |
|---|---|
| Availability | Used in 'Agent Management' when defining the availability for an agent. |
| Requirements | Used internally by the system when forecasting. |
| Roster | Used when adding an agent to a roster. |
| Preferences | Used in 'Agent Management' when defining the agents preferred working times. |
| Contact Hours | Used in 'Contact Hours' for defining periods when the 'Contact Hours' is closed. |
| Reservation | Used in 'Agent Management' when creating reservations which will appear on the roster. |
| Leave | Used in 'Agent Management' when creating leave for an agent. |
| Template | Used in 'Agent Management' when creating a template for rosters. |