Insert Time Off Dialog Boxes

Important

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WFM uses different dialog boxes and menu items for part-day and full-day time-off schedule items:

• Use the Insert Time Off dialog box to insert part-day time off into an agent's schedule.
• Use the Insert Full-Day Time Off dialog box to insert full-day time off into an agent's schedule.

For example, an agent might be called to jury duty or need to be out sick after the schedule is created.

Inserting Part-Day Time Off

To insert a part-day time off schedule item:

1. In the Intra-Day or Agent-Extended view, right-click an agent's dark-blue shift bar (you can change the color with the Colors Tool).
2. Click at or near the timestep where you want the time off to begin.
3. From the shortcut menu that appears, select Insert > Time Off.br The Insert Time Off dialog box opens. The agent's name appears in the title bar.
4. In the list of time-off types, click the row for the time-off type that you want to insert.

• Select the Show all check box to display all time-off types. Clear the check box to display only the time-off types that are applicable to the selected agent. See the Time Off Primer.
  Important

  The list shows time-off types that were configured in the Policies module of WFM Web for Supervisors. If necessary, a vertical scroll bar appears to the right.

  If you select a time-off type that is not associated with a selected agent, WFM assigns the time off but does not enforce the time-off balance rules. However, if the time-off type counts toward time-off limits, WFM takes this time-off item into account when calculating limits.

  The first two columns show each time-off type's full and short name.

  Check marks in the remaining columns indicate whether the time off is paid and whether it counts toward time-off limits. You cannot select or clear check boxes to change these attributes here.

  The Site column lists all sites to which the time-off type is assigned.

Optional: Adjust the Start Time and End Time for this time off, if the default values are not correct.

1. Click inside the Start Time and End Time fields, to modify the default values for hours, minutes, and AM/PM.
2. Select Next Day to the right of the Start Time text box if the time-off starts on the day after the agent's shifts begin.
3. Select Next Day to the right of the End Time text box if the time-off ends on the day after it begins.

Click OK to insert the selected time off and close the dialog box.
The view reappears. The new time off appears as a dark-green bar (you can change the color with the Colors Tool).

Important

If the Start and End time would place the time off outside the agent's shift hours, a warning message appears. If an agent's activities are all scheduled in activity sets, and you assign a long time off, the time off may be the only schedule state group available during the agent's paid hours.

Inserting a Full-Day Time Off

To insert a full-day time-off into an agent's schedule:

1. In the Intra-Day or Agent-Extended grid, right-click an agent's row.
2. From the shortcut menu that appears, select Insert > Full-Day Time Off.
   The Insert Full-Day Time Off dialog box opens. The agent's name appears in the title bar.
3. In the list of time-off types, click the row for the time-off type that you want to insert.
   Important

   The list shows the time-off types that were configured in the Policies module of WFM Web. If necessary, a vertical scroll bar appears to the right.

   If you select a time-off type that is not associated with a selected agent, WFM assigns the time off but does not enforce the time-off balance rules. However, if the time-off type counts toward time-off limits, WFM takes this time-off item into account when calculating limits.

   The first two columns show each time-off type's full and short name.

   Check marks in the remaining columns indicate whether the time off is paid and whether it counts toward time-off limits. You cannot select or clear check boxes to change these attributes here.

   The Site column lists all sites to which the time-off type is assigned.
4. Optional: Adjust the Start time and End time for this time off, if the default values are not correct.
1. Select the check box Specify Start/End to enable the Start Time and End Time fields, then click inside each field to modify the default values for hours, minutes, and AM/PM.
2. Select Next Day to the right of the End Time text box if the time-off ends on the day after it begins.
5. Optional: Specify a nonstandard length of your full-day time off.

• Select the Specify Paid Hours check box to enable the Paid Hours field, then click inside and enter or select a value to specify the exact number of hours in a full day for this particular time off.
  Important

  The Specify Paid Hours check box is enabled only if you selected a paid time-off type in the Choose Time Off list.

Click OK to insert the selected time off and close the dialog box.
The view reappears. The new full-day time off appears as a dark-green bar (you can change the color with the Colors Tool).