Navigation: Roster | Agent Management

WFM allows you to define the shift preferences for each Agent.

A Preference is a set of dates, times and days of the week that an agent prefers to work to work.

Creating an Agent Preference is not required in order to roster an agent.

Availability vs Preferences vs Templates

An Agent Preference describes when an agent would prefer to work.

An Agent Availability describes when they are prepared to make themselves available if you really needed them.

An Agent Template describes a standard shift that you give to the agent on a regular basis.

Generally an Availability describes a greater range of time than a Preference and Preferences a greater range than a Template.

e.g.

I prefer 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 Preferences isn't required to roster an Agent, it does make adhoc rostering easier if you have recorded each agent's preferences.

When creating shifts, the Roster screen uses Agent Preferences to show you agents that are would prefer to have 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.