There are a couple of ways you can get your first Roster setup. This guide looks at the fastest method for most users.
Teams
WFM allows you to set up a roster for each team. If you have only a single Team then you will still need to create a create with all of you staff as team members.
Create a new team by navigating to Users | Team Management.
The most important element is the 'Type Type'.
For an Inbound team select ROSTERED_INBOUND.
For an outbound team selected ROSTERED_OUTBOUND.
For a blended team select ROSTERED_INBOUND.
Now add each staff member to the 'Selected' list to add them as team members.
Business Hours
For each Team you now need to create the set of business hours that the team operates during.
To create a set of business hours navigate to Provision | Business Hours.
You must have a least one set of business hours for each Team.
In some cases you will need to have multiple business hours for a team if your set of operating hours cannot be described by a single business hours entry.
Default Shift length
You may need to edit the default shift length. The stand is 8 hours.
To edit the default shift length navigate to 'Roster | Schedule Type'.
For the 'Rostered' schedule type.
Modify the 'Default Duration' to the desired no. of hours and minutes.
Save the change.Here are some key points that will help you understand the broader implications:
Publishing
You MUST publish your roster for it to be visible to agents.
Each time you make changes to your roster you must publish those changes.
When you publish a roster each agent affected by the roster changes will be emailed with an updated roster.
Roster Periods
Noojee's WFM system doesn't have 'discrete rosters' but rather just a single rolling roster that goes on for ever.
When you select a date range on the roster screen you are really just filtering the roster window to show a part of that rolling roster.
Navigation Controls
The central roster screen has scroll bars at the bottom and right hand side. Use the scroll bars to move around the roster.
Zoom - You can use the mouse scroll wheel to zoom in and out of the router view.
Team Selection
The Team selection is important as each Team has their own roster.
