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Assigning Time-Off Rules and Types

Use the Time-Off Rule Assignment Properties pane to assign time-off rules and time-off types to agents, using the controls and procedures described in this topic.

Associating Time-Off Rules and Time-Off Types with Agents

To associate a time-off rule and time-off types with the selected agent:

  1. In the Agents Properties pane, click Time Off.
  2. Click Associate Time-Off Rule and Time-Off Types with Agent WM 851 agent activities plus.png .
    The Time-Off Rule Assignment Properties pane opens.
  3. Select a Time-Off Rule from the drop-down list .
  4. Enter a Start Date and End Date, or click within either field to open a calendar, from which you can select a date.
    The Start Date is pre-populated with the current date, but you can change it, if necessary.
    If you check the box at end of the End Date field, WFM Web enters the current date automatically.
  5. Click Add Time-Off Types to a Time-Off Rule WM 851 agent activities plus.png .
    The Time-Off Types pane opens.
  6. Select one or more time-off types from the list and then, click Apply WM 851 agent activities assign.png .
    To find a specific types, enter criteria in the Search field. For example, enter the name of the each time-off type you want to find.
  7. After the selected time-off types appear in the Properties pane, in the Transfer Balance column you can:
    • Leave the check box enabled (checked by default) to carry over the balance from the previous rule.
    • Clear the check box to accrue a new balance for this rule.
  8. Click Apply WM 851 agent activities assign.png .
  9. In the Time Off pane, click Save Now WM 851 icon-save.png .

Editing Time-Off Rules and Time-Off Types Associated with Agents

To edit an existing time-off rule and time-off types associated with an agent:

  1. In the Time Off pane, select the rule you want to edit.
  2. The Time-Off Rule Assignment Properties pane opens.
  3. Make the necessary changes, following steps 3-9 in Associating Time-Off Rules and Time-Off Types with Agents.

Deleting Time Off

To delete a time-off rule and time-off types currently associated with an agent:

  1. In the Time Off pane, select the rule you want to delete.
  2. Click Remove Time-Off Rule and Time-Off Types association from Agent WM 851 agent activities minus.png .
  3. When the Confirmation dialog opens, click Yes to proceed or No to cancel the action.
  4. In the Time Off pane, click Save Now WM 851 icon-save.png .

Time-Off Rule Assignment Properties controls

Use the following controls in the Time-Off Rule Assignment Properties pane:

  • WM 851 agent activities assign.png Apply—Click to associate the configured time-off rule and time-off types with the agent.
  • WM 851 icon close.png Close—Click to close the pane.
  • WM 851 icon-help.png Help—Click to view a Help topic about the Agent Time-Off Rules Properties pane.
  • Time-Off Rules drop-down list—Click to select a time-off rule that controls how the agent's time-off hours are accrued/awarded.
  • Start Date—Click to open a calendar, from which to choose a start date for the selected time-off rule. The default date is the current day.
  • End Date—Click to open a calendar, from which to choose an end date for the selected time-off rule.
  • Current Day check box—Click to automatically populate this field with the current date.

Carry-Over Details controls

In the Time Off tab, time-off rules that have calculated carry-over balances are colored gray, and when selected, open the Time-Off Rule Assignment Properties pane, displaying the Carry-Over Details controls.

Time-off rules that have no calculated carry-over balance are colored black and when selected, opens the Time-Off Rule Assignment Properties pane without displaying the Carry-Over Details controls.

1

The carry-over details controls are:

  • Carried Hours—The number of hours that have been carried over for this agent.
  • Accrued Hours—The number of hours that have accrued for this agent.
  • End Date Balance—The number of hours that are left at the end date for this rule.
  • Awarded Bonus Hours—The number of awarded bonus hours accrued for this agent.
  • Used Bonus Hours—The number of bonus hours that this agent has used.
  • Expired Bonus Hours—The number of bonus hours that have expired.
  • Scheduled Hours—The total number of scheduled hours for this agent.
  • Granted Hours—The total number of hours that have been granted for this agent.
  • Preferred Hours—The total number of preferred hours for this agent.
  • Declined Hours—The total number of hours that have been declined for this agent.

Time-Off Types controls

Use the following controls in the Time-Off Types pane:

WM 851 agent activities plus.png Add Time-Off Types to a Time-Off Rule Click to add time-off types to a time-off rule.
WM 851 agent activities minus.png Remove Time-Off Types from a Time-Off Rule Click to delete time-off types from a time-off rule.
WM 851 agent activities assign.png Apply Click to apply the selected time-off types to the time-off rule assignment.
WM 851 icon close.png Close Click to close the pane.
WM 851 icon search.png Search Enter search criteria to find time-off types quickly.

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This page was last modified on September 28, 2017, at 05:53.