Reserveration Templates

Reservation Templates allow you to 'pre-allocate' a shift that needs to be filled by a person with a particular set of skills.

Reservations are essentially used as a reminder that a particular role must be filled for each roster. An example would be that every shift must have a Supervisor assigned.

Reservation Templates are allocated against a Team and a specific Skill set.

When a Roster Auto Fill occurs, the Reservation will be allocated to the Roster before any other shift (including Templated Shifts). The Reservation then becomes a place holder. If the Auto Fill identifies a Agent Template which has the required Skill and Availability then Auto Fill will automatically assign that agent to the Reserved shift. If no suitably skilled agent is found then the Reservation will be left emtpy for the Roster Manager to manually fill.

Team

A Reservation is set against a particular team.

Skills Filter

The Skills Filter reduces the set of skills the agent allocated to this reservation will use during this roster period.

An Agent MUST have all of the Skills listed in order to be allocated to the Reservation.

Add the skills that you want the agent to use during this roster reservation period.

If you want them to use all of their skills then add every skill to the filter.

A good use of the Skill Filter is when working with Queue Thresholds.

e.g.

A supervisor must be reservered for every roster. Normally the supervisor won't take calls from any queue unless a queue breaches its theshold.

The skill filter can be used to remove the supervisor for the 'immediate' threshold of a queue but leave them with the skill required to take overflow calls (i.e. when the queue overflows).

i.e. The agent may have 10 skill, but when filling the resevation you might only want them to focus on using 2 of those skills.

Base Scheduling

Scheduling takes the tedium out of setting up Reservations. Rather than recording each individual day that a Reservations is required, a schedule lets you set up a recurring pattern of reservations.

For example:

A Supervisor is required for every shift from 9am to 5pm, from now until June 30.

This would require you to set up a single Base Schedule that describes the Reserved shifts from now until June 30.

A simple schedule

For simple schedule patterns you should:

Set the start and end time that the reserved shift is required.

Set 'Repeats Every' to '1'

Set Period to 'DAY'

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

Select the days of the Week on which the reserved shift is required.

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

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