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

Mhachey: Published

2020-10-13T15:29:53Z

Published

Mhachey: Published

2020-08-21T12:07:00Z

Published

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

2020-07-25T02:36:42Z

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

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

2020-07-15T11:48:45Z

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

Bgrenon: Published

2020-06-08T15:23:32Z

Published

New page

{{Article
|Standalone=No
|DisplayName=Exception Types
|TocName=Exception Types
|Context=Manage part day and full day Exception types, which define periods of time when agents are engaged in non-work activities, such as training or meetings.
|ComingSoon=No
|Platform=PureEngage
|Role=Supervisor
|Application=Workforce Management
|Section={{Section
|alignment=Vertical
|structuredtext=Each site configures its own set of Exception types, based on its business requirements.
|Status=No
}}{{Section
|sectionHeading=Creating exceptions
|anchor=ETNw
|alignment=Vertical
|structuredtext={{Section
|sectionHeading=
|anchor=|Standalone=No
|ComingSoon=No
|Status=No
|alignment=Horizontal|structuredtext=To create exception types, watch the video and/or follow this procedure:
#In the '''Policies''' module, select '''Exception Types'''.
#In the '''Objects''' pane, select the site(s) or business unit with which the new object will be associated.
#;You can select multiple sites (just keep clicking on them) but only one business unit.
#Click '''New''' [[File: WM_851_icon-new.png|link=]] .
#Configure the new object on each of the {{Link-SomewhereInThisManual|topic=ExcpTypsTbs|anchor=PrpTb|display text=Properties}} and {{Link-SomewhereInThisManual|topic=ExcpTypsTbs|anchor=AsscStsTb|display text=Associated Sites}} tabs.
#When you are finished, click '''Save''' [[File: WM_851_icon-save.png|link=]] .
|Media=Video
|image=160795567
}}
|Status=No
}}{{Section
|sectionHeading=Creating partial-day exceptions
|anchor=CrtgPrtDyExcp
|alignment=Vertical
|structuredtext=Scheduler evaluates partial-day exceptions to see whether they are '''Valid''' or '''Invalid'''. Valid partial-day exceptions must comply with the following criteria.

*Not conflict with a full-day exception or granted preference.
*Fall entirely within the agent's availability pattern as specified in the '''Contract''' module and (if applicable) within granted availability preference hours.
*Fall entirely within activity hours of operation for activities the agent can perform.
*Fall entirely within at least one compatible shift's start and end times and be compatible with the meal settings for that shift.
*Not overlap the start or end time for another partial-day exception.
{{AnchorDiv|LtPybckExp}}<br />
|Status=No
}}{{Section
|sectionHeading=Exceptions with payback
|anchor=ExcWthPybck
|alignment=Vertical
|structuredtext=WFM supports exceptions with payback to enable agents to make up for work time lost due to lateness events or personal appointments. If agents in your contact center are given appropriate permission to use this feature, they (and you) can insert payback exceptions into an existing schedule.

You can insert these exception types when modifying individual agent schedules. See the {{Link-SomewhereInThisManual|topic=MIAInsExcWthPbck|anchor=top|display text=Insert Exception with Payback Wizard}} in the '''Schedule''' > '''Intra-Day''' view. Agents can insert payback exceptions in the '''My Schedule''' or '''My Schedule Details''' view. See {{Link-SomewhereInThisVersion|manual=Agent|topic=AddExcp}} in the ''{{Link-SomewhereInThisVersion|manual=Agent}}''.
|Status=No
}}{{Section
|sectionHeading=Editing exceptions
|anchor=ETEdt
|alignment=Vertical
|structuredtext=To edit exception types:

#Select the exception type in the '''Exception Types''' pane.
#Make the necessary changes. See Exception Types {{Link-SomewhereInThisManual|topic=ExcpTypsTbs|anchor=PrpTb|display text='''Properties'''}} tab to find out how to configure these settings.
#Click '''Save''' [[File: WM_851_icon-save.png|link=]] .
|Status=No
}}{{Section
|sectionHeading=Copying exceptions
|anchor=ETCpy
|alignment=Vertical
|structuredtext=To copy existing exception types:

#In the '''Exception Types''' pane, select the exception type you want to copy.
#Click '''Copy''' [[File: WM_851_rotating_pattern_copy.png|link=]] .
#When the '''Copy Exception Type''' pane opens, enter a name for the exception type.
#In the bottom half of the pane, click the '''Enterprise''' list and select the business unit, to which you want to associate this exception type.
#Click '''Save''' [[File: WM_851_icon-save.png|link=]] .
#;Alternatively, click '''Close''' [[File: WM_851_icon_close.png|link=]] to close this pane and cancel the action. If you do this, the exception type is not copied.
|Status=No
}}{{Section
|sectionHeading=Deleting exceptions
|anchor=ETDlt
|alignment=Vertical
|structuredtext=To delete exception types:

#Select the exception type in the '''Exception Types''' pane.
#Click '''Delete''' [[File: WM_851_icon-delete.png|link=]] .
|Status=No
}}{{Section
|sectionHeading=Associated trade rules
|anchor=TrdRlsExcpTyps
|alignment=Vertical
|structuredtext=You can change which trade rule is associated with a specific '''Exception Type''', but you cannot edit or delete a '''Trade Rule'''.
|Status=No
}}{{Section
|sectionHeading=Recommended: Use time-off types for time off
|anchor=UsgTOTExcpTyps
|alignment=Vertical
|structuredtext=Genesys recommends that you configure all types of time off using the {{Link-SomewhereInThisManual|topic=TmOffTyps|anchor=top|display text=Time-Off Types}} module instead of configuring them as Exception types.

WFM creates several standard exception types that represent various types of time off when you choose the '''Generate Default Schedule State Groups and exception types''' while importing site data. These exception types, and the '''Exception is Used as Time Off''' setting, are included for backward compatibility only.

For example, the standard exception types include '''Time Off''', '''Holiday''', '''Sick Day''', and '''Personal Day'''. These time-off exception types are comparatively inflexible and cannot be associated with time-off accrual rules. For this reason, time-off types are the preferred way to configure the various kinds of time-off periods you use.

{{NoteFormat|Supervisors can also enter time off as preferences in WFM Web's '''Calendar''' module.|2}}
|Status=No
}}
}}

@@ Line 46: / Line 46: @@
 |structuredtext=WFM supports exceptions with payback to enable agents to make up for work time lost due to lateness events or personal appointments. If agents in your contact center are given appropriate permission to use this feature, they (and you) can insert payback exceptions into an existing schedule.
-You can insert these exception types when modifying individual agent schedules. See the {{Link-SomewhereInThisManual|topic=MIAInsExcWthPbck|anchor=top|display text=Insert Exception with Payback Wizard}} in the '''Schedule''' > '''Intra-Day''' view. Agents can insert payback exceptions in the '''My Schedule''' or '''My Schedule Details''' view. See {{Link-SomewhereInThisVersion|manual=Agent|topic=AddExcp}} in the ''{{Link-SomewhereInThisVersion|manual=Agent}}''.
+You can insert these exception types when modifying individual agent schedules. See the {{Link-SomewhereInThisVersion|manual=Supervisor|topic=MIAInsShftWz|anchor=MIAInsExcWthPbck|display text=Insert Exception with Payback Wizard}} in the '''Schedule''' > '''Intra-Day''' view. Agents can insert payback exceptions in the '''My Schedule''' or '''My Schedule Details''' view. See {{Link-SomewhereInThisVersion|manual=Agent|topic=AddExcp}} in the ''{{Link-SomewhereInThisVersion|manual=Agent}}''.
 |Status=No
 }}{{Section
@@ Line 109: / Line 109: @@
 <ul>
 <li>'''Exception Type Name'''&mdash;Each exception type should have a descriptive name. The name must be unique within all sites associated with the exception.</li>
-<li>'''Short Name of Exception Type'''&mdash;To be used in graphical representations of the exception in '''Calendar''' and '''Scheduler''', and can be up to three characters.</li>
+<li>'''Short Name of Exception Type'''&mdash;To be used in graphical representations of the exception in '''Calendar''' and '''Scheduler''', and can be up to three characters.</li> {{AnchorDiv|ExcpUsg}}
 <li>'''Exception Usage'''&mdash;Select one of the following radio buttons:</li>
 <ul>

@@ Line 15: / Line 15: @@
 |sectionHeading=Creating exceptions
 |anchor=ETNw
-|alignment=Vertical
+|alignment=Horizontal
-|structuredtext={{Section
+|Media=Video
-|sectionHeading=
+|image=160795567
-|anchor=|Standalone=No
+|structuredtext=To create exception types, watch the video and/or follow this procedure:
-|ComingSoon=No
 #In the '''Policies''' module, select '''Exception Types'''.
 #In the '''Objects''' pane, select the site(s) or business unit with which the new object will be associated.
 #;You can select multiple sites (just keep clicking on them) but only one business unit.
 #Click '''New''' [[File: WM_851_icon-new.png|link=]] .
-#Configure the new object on each of the {{Link-SomewhereInThisManual|topic=ExcpTypsTbs|anchor=PrpTb|display text=Properties}} and {{Link-SomewhereInThisManual|topic=ExcpTypsTbs|anchor=AsscStsTb|display text=Associated Sites}} tabs.
+#Configure the new object on each of the {{Link-SomewhereInThisVersion|manual=Supervisor|topic=ExcpTyps|anchor=PrpTb|display text=Properties}} and {{Link-SomewhereInThisVersion|manual=Supervisor|topic=ExcpTyps|anchor=AsscStsTb|display text=Associated sites}} tabs.
 #When you are finished, click '''Save''' [[File: WM_851_icon-save.png|link=]] .
 |Status=No
 }}{{Section
@@ Line 60: / Line 55: @@
 #Select the exception type in the '''Exception Types''' pane.
-#Make the necessary changes. See Exception Types {{Link-SomewhereInThisManual|topic=ExcpTypsTbs|anchor=PrpTb|display text='''Properties'''}} tab to find out how to configure these settings.
+#Make the necessary changes. See Exception Types {{Link-SomewhereInThisVersion|manual=Supervisor|topic=ExcpTyps|anchor=PrpTb|display text=Properties}} tab to find out how to configure these settings.
 #Click '''Save''' [[File: WM_851_icon-save.png|link=]] .
 |Status=No
 }}{{Section
@@ Line 86: / Line 85: @@
 |Status=No
 }}{{Section
-|sectionHeading=Associated trade rules
+|sectionHeading=Recommendations for time off
 |anchor=UsgTOTExcpTyps
 |alignment=Vertical
@@ Line 102: / Line 95: @@
 {{NoteFormat|Supervisors can also enter time off as preferences in WFM Web's '''Calendar''' module.|2}}
 |Status=No
 }}
 }}

@@ Line 5: / Line 5: @@
 |Context=Manage part day and full day Exception types, which define periods of time when agents are engaged in non-work activities, such as training or meetings.
 |ComingSoon=No
-|Platform=GenesysEngage-onpremises
+|Platform=GenesysEngage-cloud
 |Role=Supervisor
 |Application=Workforce Management

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

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"