SCHEDULE TYPE

Schedule Type

Schedule Type's are used to define how a scheduled item affects a roster.

There are a number of built in Schedule Types which define some of the fundemental operations of WFM. For these types you can only change the colour with which a schedule item of this type is displayed.

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 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 attributes are ignored.

Availability

The two built-in Types Available and Unavailable are normally sufficient.

Preferences

The built-in Types Preferred and Dislike are normally sufficient.

Requirements

Built-in Type is all that is required.

Reservations

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.