Manage agent schedule

The Workspace Administrator can create and manage Agents' work schedules. Agents can also create and modify their own schedules through the FootPrints personal Calendar.

To manage an individual Agent's work schedule as an Administrator, under Administration | Workspace | Other Options | Calendar and Scheduling, click the Agent radio button, select an Agent from the drop-down list, then click the Edit button.  The Work Schedule page is displayed.

If a work schedule is defined for an Agent, the Agent's version of the work schedule is used in determining availability.  If there is no work schedule for an Agent, the Workspace work schedule is used.

The Agent's work schedule can be defined here, including normal working days and hours, vacations, and holidays.  If an Agent does not have a work schedule defined, the Workspace schedule is used to determine availability.

The following options are available:

• Normal Work Week—Define the normal work days and working hours for the Agent.  For each day of the week, do the following:
  • For each day worked, check the Work Day box and select a time range by entering start and stop times in the drop-down boxes.
  • For 24-hour work days, check the 24 Hour Day option.
• Holidays/Exceptions—Define special days when the normal work days and hours are not in effect.  
  • Add New Holiday/Exception—To add a new holiday or exception to the schedule, specify the following:
    • Type—For days off, such as a holiday, select Day Off.  For vacations and extended leaves, select Date Range.  For half-days or other exceptions (including, for example, a special Saturday that is worked), select Partial Day.
    • Name—Give the holiday or exception a name, like Independence Day, Closed for Inventory, etc.
    • New Date—Provide the date of the holiday or exception.
    • End Date—When Date Range is selected, also provide the date when the holiday ends (this should be the last day of the holiday, not the first day back).
    • Start Time/End Time—When Partial Day is selected, you must provide the start and end time of the special time that is included in the work schedule (not the time that will not be worked).  This is useful when you need to define additional work days for a busy season or to define a half-day. For example, if 8am-12pm is selected on a day where the normal work hours are 8am-5pm, the default Agent's schedule only shows availability for 8am-12pm for that day.
    • Click Add New to add the holiday or exception.
  • Modify Existing Holiday/Exception—To modify an existing holiday or exception, select it from the list and click Modify.  The characteristics of the holiday/exception populate the options in that section.  Make the changes.
  • Delete Existing Holiday/Exception—Select the holiday/exception to delete and click Delete.

To apply any changes made in this section, enter your password and click Save.