AGENT AVAILABILITY

Agent Availability

Agent Availability lets you describe the dates and times that Agents have made themselves available to be rostered on for a shift.

When comparing an Agent's Availability againts an an Agent's Preferences the availability will be for a broader period of time then preferences.

For example.

I'm available from 9am to 5pm week days but I prefer to only work mornings.

In the above example you would create an week day availability of 9am to 5pm and a week day preference of 9am to 12pm.

Base Scheduling

Scheduling takes the tedium out of setting up an Agent's availability. Rather than recording each individual day that the agent is available, a schedule lets you set up a recurring pattern of availablilty.

For example:

I'm available every wednesday from 9am to 5pm, from now until June 30 and then I'm available wednesdays and thursdays from 10am to 6pm.

This would require you to set up two Base Schedules, one that describes availabilty from now until June 30 and then a second schedule that starts on 1st July.

A simple schedule

For simple schedule patterns you should:

Set the start and end time that they are availabile.

Set  'Repeats Every' to '1'

Set Period to 'DAY'

Set the start and end dates during which this schedule describes the Agent's availability.

Select the days of the Week that the agent is available.

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 for an Agent, but they may want to vary their availablity for a short period of time (such as taking a single day off).

Exeptions provide an easy method to 'block out' a period when the agent won't be available.

Exception example:

You have a base schedule of:

From the 1st of June until the 1st of December I'm available 9am - 5pm weekdays, except that on the 4th of September I'm taking a weeks leave.

An exception makes this easy to setup. 

Simply add an exception that starts on the 4th of September and ends of the 11th of September, with a start time of 9am and an end time of 5pm and then select each day of the week. The agent is nolonger available to be rostered during their week of leave.

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