WFM allows you to define the availability for each Agent.
An Availability is a set of dates, times and days of the week that an agent is available to work.
Creating an Agent Availability is not required in order to roster an agent.
Availability vs Preferences
An Agent Preference describes when an agent would prefer to work, whereas an Agent Availability describes when they are prepared to make themselves available if you really needed them.
Generally an Availability describes a greater range of time than a Preference.
e.g.
I'm available to work 7 days a from 9 to 5 but I prefer to work 10 to 4 week days.
Using Availability when allocating Shifts
Whilst configuring Agent Availability isn't required to roster an Agent, it does make adhoc rostering easier if you have recorded each agent's availability.
When creating shifts, the Roster screen uses the Agent Availablity to show you agents that are available for the shift you are trying to fill. This can greatly speed up the creating of a roster that is going to be acceptable to your staff.
When to use:
If you have a lot of casual staff that have changing shifts or ad hoc requirements for agents at a short notice.
When not to use:
Shifts a regular with not much variance in which case you should use Templates.
Navigation:
Roster | Agents screen.