PEC-WFM/Current/Supervisor/AddEdtBrks - Revision history

Mary.hachey@genesys.com: Published

2021-09-02T13:37:51Z

Published

Mhachey: Published

2020-09-01T19:40:29Z

Published

Mhachey: Published

2020-08-19T21:06:39Z

Published

WikiSysop: Text replacement - "\|Platform=([^\|])GenesysEngage-onpremises([\|])" to "|Platform=$1GenesysEngage-cloud$2"

2020-07-25T02:38:10Z

Text replacement - "\|Platform=([^\|]*)GenesysEngage-onpremises([\|]*)" to "|Platform=$1GenesysEngage-cloud$2"

WikiSysop: Text replacement - "\|Platforms?=([^\|])PureEngage([\|])" to "|Platform=$1GenesysEngage-onpremises$2"

2020-07-15T11:48:33Z

Text replacement - "\|Platforms?=([^\|]*)PureEngage([\|]*)" to "|Platform=$1GenesysEngage-onpremises$2"

Bgrenon: Published

2020-06-08T15:29:17Z

Published

New page

{{Article
|Standalone=No
|DisplayName=Adding Breaks to Shifts
|Application=Workforce Management
|Role=Supervisor
|TocName=Adding and Editing Breaks
|Platform=PureEngage
|ComingSoon=No
|Context=Define the rules for assigning breaks to shifts within shift sequences.
|Section={{Section
|Standalone=No
|ComingSoon=No
|alignment=Vertical
|structuredtext=Use the '''Break Properties''' pane to define the rules for assigning breaks to shifts within shift sequences.

A shift can contain up to eight breaks.
|Status=No
}}{{Section
|sectionHeading=Configuring breaks
|Standalone=No
|ComingSoon=No
|alignment=Vertical
|structuredtext=To configure a break:
<ol>
<li>In the '''Shifts''' pane, select the shift with which you want to associate this break.</li>
<li>In the right-side pane, select '''Shift Sequences'''.</li>
<li>In the upper-right corner of the '''Shift Sequences''' pane, click '''Add Break association with shift''' ([[File: WM_851_add_break.png|link=]] ).<br> The '''Breaks To Be Associated With Shifts''' pane opens.</li>
<li>In this pane, do one of the following:
<ul>
<li>Add a new break by selecting '''New''' [[File:WM_851_icon-new.png|link=]] . The new break is added to the list and can be assigned to a shift.</li>
<li>Create a copy of break by selecting it in the list and clicking '''Copy''' [[File: WM_851_icon_copy.png|link=]] .<br> You can copy the break to the same site, by checking the '''Copy to the Same Site''' check box, or copy it to another business unit and site within the enterprise.</li>
<li>Delete a break by selecting it in the list and clicking '''Delete''' [[File: WM_851_icon-delete.png|link=]] . The break is no longer associated with any shift.</li>
<li>Enter search criteria in the '''Search''' field (for example, the name of the break) to quickly find the break you want to apply or copy.</li>
</ul></li>
<li>To assign a break to a shift, select it and click '''Apply''' [[File: WM_851_agent_activities_assign.png|link=]] .<br> The break appears in the '''Meals and Breaks Associated with this Shift''' list.</li>
</ol>
|anchor=BreakCfg
|Status=No
}}{{Section
|sectionHeading=Break properties
|Standalone=No
|ComingSoon=No
|alignment=Vertical
|structuredtext=*'''Break Name'''—The name of the break. Use names that clearly identify the break type. The break name must be unique within the site.
*'''Break Short Name'''—Enter a short name of up to 6 characters (or 3 double-byte characters) to identify this break. The short name appears in schedule displays.
*'''Schedule State Group'''—Select a '''Schedule State Group''' in the drop-down list.
*'''Duration of the Break'''—The duration of this break in one-minute increments, entered in <tt>hh:mm</tt> format.
*'''Minimum Length from Shift Start'''—The minimum amount of time that must pass before an agent can start this break. Enter the duration in the format hours:minutes.
*'''Maximum Length from Shift Start'''—The maximum amount of time that can pass before an agent starts this break. Enter the duration in the format hours:minutes.
*'''Minimum Length from Shift End'''—The minimum amount of time that must pass after an agent returns to work from this break until the end of the shift. Enter the duration in the format hours:minutes.
*'''Fixed Position'''—Determines whether the break has to occur at a specific point in the shift. Possible values are '''None''', '''Start of Shift''', and '''End of Shift'''.
*'''Start Step'''—The increments between break start times. For example, with a start step of 15 minutes, agents leave for the break 15 minutes apart.
*'''Start Offset'''—Sets how many minutes past the hour in the interval in which a break may occur that the start step calculation should begin. Use '''Start Offset''' to adjust the break start to a finer granularity than using only the start step alone. For example, if your '''Start Step''' is set to <tt>15</tt> and the '''Start Offset''' to <tt>1</tt>, then breaks could start at 12:01AM, 12:16AM, 12:31AM, and so on. Enter values in hh:mm format.
*'''Paid Time'''—When selected, the break is paid.
|anchor=BreakPrpt
|Status=No
}}
}}

@@ Line 36: / Line 36: @@
 *'''Break Name'''&mdash;The name of the break. Use names that clearly identify the break type. The break name must be unique within the site.
-*'''Break Short Name'''&mdash;Enter a short name of up to 6 characters (or 3 double-byte characters) to identify this break. The short name appears in schedule displays.
+*'''Break Short Name'''&mdash;Enter a short name of up to 3 characters to identify this break. The short name appears in the Intra-Day and Agent Extended Schedule views.
 *'''Schedule State Group'''&mdash;Select a '''Schedule State Group''' in the drop-down list.
 *'''Duration of the Break'''&mdash;The duration of this break in one-minute increments, entered in <tt>hh:mm</tt> format.
@@ Line 77: / Line 77: @@
 *'''Meal Name'''&mdash;The name of the meal. Use names, such as Lunch, Dinner, or Mid-afternoon break, that identify the meal type. The meal name must be unique within the site.
-*'''Meal Short Name'''&mdash;Enter a short name of up to 6 characters (or 3 double-byte characters) to identify this meal. The short name appears in schedule displays.
+*'''Meal Short Name'''&mdash;Enter a short name of up to 3 characters to identify this meal. The short name appears in the Intra-Day and Agent Extended Schedule views.
 *'''Schedule State Group'''&mdash;Select a '''Schedule State Group''' in the drop-down list.
 *'''Duration of the Meal'''&mdash;The duration of this meal in one-minute increments, entered in <tt>hh:mm</tt> format.
-*'''Minimum allowed duration of the Meal'''&mdash;The minimum allowed duration of this meal in one-minute increments, entered in minutes. A <tt>0</tt> value (default) in this field indicates that this setting is not being used. The value must be less than the meal duration.
+*'''Minimum allowed duration of the Meal'''&mdash;The minimum allowed duration of this meal in one-minute increments, entered in minutes. Unchecking '''Allow to change meal duration''' indicates that this setting is not being used. The value must be less than the meal duration. Checking '''Allow to change meal duration''' and leaving the field value at <tt>0:00</tt> causes an error to display.
 *'''Earliest Start Time'''&mdash;The earliest time that agents can begin to take this meal. This value plus the '''Duration''' cannot extend past the '''Latest End Time''' value.
 *'''Latest End Time'''&mdash;The latest time that agents can complete this meal.

@@ Line 1: / Line 1: @@
 {{Article
 |Standalone=No
-|DisplayName=Adding Breaks to Shifts
+|DisplayName=Adding Breaks and Meals to Shifts
-|TocName=Adding Breaks to Shifts
+|TocName=Adding Breaks and Meals to Shifts
-|Context=Define the rules for assigning breaks to shifts within shift sequences.
+|Context=Define the rules for assigning breaks and meals to shifts within shift sequences.
 |ComingSoon=No
 |Platform=GenesysEngage-cloud
@@ Line 9: / Line 9: @@
 |Application=Workforce Management
 |Section={{Section
 |alignment=Vertical
 |structuredtext=Use the '''Break Properties''' pane to define the rules for assigning breaks to shifts within shift sequences.
-A shift can contain up to eight breaks.
+{{NoteFormat|A shift can contain up to eight breaks.|2}}
-|Status=No
-}}{{Section
+{{AnchorDiv|BreakCfg}}
-|sectionHeading=Configuring breaks
+===Configuring breaks===
-|anchor=BreakCfg
+To configure a break within a shift sequence:
-|alignment=Vertical
-|structuredtext=To configure a break:
+#In the '''Shifts''' pane, select the shift with which you want to associate this break.
-<ol>
+#In the right-side pane, select '''Shift Sequences'''.
-<li>In the '''Shifts''' pane, select the shift with which you want to associate this break.</li>
+#In the upper-right corner of the '''Shift Sequences''' pane, click '''Add Break association with shift''' ([[File: WM_851_add_break.png|link=]] ).
-<li>In the right-side pane, select '''Shift Sequences'''.</li>
+#;The '''Breaks To Be Associated With Shifts''' pane opens.
-<li>In the upper-right corner of the '''Shift Sequences''' pane, click '''Add Break association with shift''' ([[File: WM_851_add_break.png|link=]] ).<br>  The '''Breaks To Be Associated With Shifts''' pane opens.</li>
+#In this pane, do one of the following:
-<li>In this pane, do one of the following:
+#*Add a new break by selecting '''New''' [[File:WM_851_icon-new.png|link=]] . The new break is added to the list and can be assigned to a shift.
-<ul>
+#*Create a copy of break by selecting it in the list and clicking '''Copy''' [[File: WM_851_icon_copy.png|link=]] .
-<li>Add a new break by selecting '''New''' [[File:WM_851_icon-new.png|link=]] . The new break is added to the list and can be assigned to a shift.</li>
+#*;You can copy the break to the same site, by checking the '''Copy to the Same Site''' check box, or copy it to another business unit and site within the enterprise.
-<li>Create a copy of break by selecting it in the list and clicking '''Copy''' [[File: WM_851_icon_copy.png|link=]] .<br>  You can copy the break to the same site, by checking the '''Copy to the Same Site''' check box, or copy it to another business unit and site within the enterprise.</li>
+#*Delete a break by selecting it in the list and clicking '''Delete''' [[File: WM_851_icon-delete.png|link=]] . The break is no longer associated with any shift.
-<li>Delete a break by selecting it in the list and clicking '''Delete''' [[File: WM_851_icon-delete.png|link=]] . The break is no longer associated with any shift.</li>
+#*Enter search criteria in the '''Search''' field (for example, the name of the break) to quickly find the break you want to apply or copy.
-<li>Enter search criteria in the '''Search''' field (for example, the name of the break) to quickly find the break you want to apply or copy.</li>
+#To assign a break to a shift, select it and click '''Apply''' [[File: WM_851_agent_activities_assign.png|link=]] .
-</ul></li>
+#;The break appears in the '''Meals and Breaks Associated with this Shift''' list.
-<li>To assign a break to a shift, select it and click '''Apply''' [[File: WM_851_agent_activities_assign.png|link=]] .<br>  The break appears in the '''Meals and Breaks Associated with this Shift''' list.</li>
-</ol>
+{{AnchorDiv|BreakPrpt}}
-|Status=No
+===Break properties===
-}}{{Section
-|sectionHeading=Break properties
+*'''Break Name'''&mdash;The name of the break. Use names that clearly identify the break type. The break name must be unique within the site.
 *'''Break Short Name'''&mdash;Enter a short name of up to 6 characters (or 3 double-byte characters) to identify this break. The short name appears in schedule displays.
 *'''Schedule State Group'''&mdash;Select a '''Schedule State Group''' in the drop-down list.
@@ Line 48: / Line 46: @@
 *'''Start Offset'''&mdash;Sets how many minutes past the hour in the interval in which a break may occur that the start step calculation should begin. Use '''Start Offset''' to adjust the break start to a finer granularity than using only the start step alone. For example, if your '''Start Step''' is set to <tt>15</tt> and the '''Start Offset''' to <tt>1</tt>, then breaks could start at 12:01AM, 12:16AM, 12:31AM, and so on. Enter values in hh:mm format.
 *'''Paid Time'''&mdash;When selected, the break is paid.
 |Status=No
 }}
 }}

@@ Line 5: / Line 5: @@
 |Role=Supervisor
 |TocName=Adding and Editing Breaks
-|Platform=GenesysEngage-onpremises
+|Platform=GenesysEngage-cloud
 |ComingSoon=No
 |Context=Define the rules for assigning breaks to shifts within shift sequences.

PEC-WFM/Current/Supervisor/AddEdtBrks - Revision history

Mary.hachey@genesys.com: Published

Mhachey: Published

Mhachey: Published

WikiSysop: Text replacement - "\|Platform=([^\|]*)GenesysEngage-onpremises([\|]*)" to "|Platform=$1GenesysEngage-cloud$2"

WikiSysop: Text replacement - "\|Platforms?=([^\|]*)PureEngage([\|]*)" to "|Platform=$1GenesysEngage-onpremises$2"

Bgrenon: Published

WikiSysop: Text replacement - "\|Platform=([^\|])GenesysEngage-onpremises([\|])" to "|Platform=$1GenesysEngage-cloud$2"

WikiSysop: Text replacement - "\|Platforms?=([^\|])PureEngage([\|])" to "|Platform=$1GenesysEngage-onpremises$2"