Business Hours

Allows you to describe your companies Business Hours. Defining Business hours is important for forecasting and the Auto Fill operations as it constrains the hours that agents should be allocated to shifts.

Base Scheduling

Scheduling takes the tedium out of setting up Business Hours. Rather than recording each individual day that your business operates, a schedule lets you set up a recurring pattern of opening hours.

For example:

Business Hours are weekdays from 9am to 5p except over the xmas new year period when your are closed from the 24th of December to the 10th of Janurary.

This would require you to set up a Base Schedule for your standard work week and an exclusion for the xmas new year period.

For simple schedule patterns you should:

Set the start and end time for your standard operating hours.

Set 'Repeats Every' to '1'

Set Period to 'DAY'

Set the start and end dates during which this schedule describes the business hours.

Select the days of the Week that your are open.

For more complex patterns please see the online WFM documentation that describes using 'Repeats Every' and 'Period' to describes more complex patterns of availability.

Exceptions

Occasionaly you will have set up a standard Base Schedule and need to setup an exclusion for a public holiday.

Exeptions provide an easy method to 'block out' a period where your trading hours vary from normal.