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Manage Agent Schedule
The Workspace Administrator can create and manage Agents'
work schedules. Agents can also create
and modify their own schedules through the
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:
the normal work days and working hours for the Agent. For
each day of the week, do the following:
- For each day worked,
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 a new holiday or exception to the schedule, specify the following:
- Type—For days off,
such as a holiday, select Day
vacations and extended leaves, select Date
half-days or other exceptions (including, for example, a special Saturday
that is worked), select Partial
- Name—Give the holiday
or exception a name, like Independence
for Inventory, etc.
the date of the holiday or exception.
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).
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 an existing holiday or exception, select it from the list and click
characteristics of the holiday/exception populate the options in that
the holiday/exception to delete and click Delete.
To apply any changes made in this section, enter your
password and click Save.