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

Mary.hachey@genesys.com: Published

2020-11-20T13:19:43Z

Published

Mhachey: Published

2020-10-13T15:20:14Z

Published

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

2020-07-25T02:36:23Z

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

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

2020-07-15T11:48:48Z

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

Bgrenon: Published

2020-06-08T15:23:34Z

Published

New page

{{Article
|Standalone=No
|DisplayName=Policies
|TocName=Policies
|Context=Use Policy objects to configure the rules that govern the work schedules of contact-center agents. WFM considers these rules (defined as policies for each site) when making forecasts and setting up schedules.
|ComingSoon=No
|Platform=PureEngage
|Role=Supervisor
|Application=Workforce Management
|Prereq=
|Section={{Section
|sectionHeading=
|anchor=
|alignment=Vertical
|Media=
|image=
|structuredtext=WFM Web for Supervisors includes the following policy objects:

*{{Link-SomewhereInThisManual|topic=ExcpTyps|anchor=top|display text=Exception types}}—Defined periods of time when agents are engaged in non contact work or are absent, such as during meetings or on days off.
*{{Link-SomewhereInThisManual|topic=TmOffTyps|anchor=top|display text=Time off types}}—Various types of time off, such as vacation, sick leave, and holiday. This module enables you to configure various time-off types and associate them with time-off rules.
*{{Link-SomewhereInThisManual|topic=TmOffRls|anchor=top|display text=Time-off rules}}—The rules that govern accrued time off, and how awarded time off is granted. This module enables you to configure time-off rules for multiple time-off types or a single time-off type.
*{{Link-SomewhereInThisManual|topic=Mtgs|anchor=top|display text=Meetings}}—A period set aside for a specific activity, such as a meeting or training, attended by multiple agents.
*{{Link-SomewhereInThisManual|topic=MrkdTm|anchor=top|display text=Marked times}}—Periods that you can designate as requiring special tracking. For example, you might have an agent who works extra hours on a particular day, but the extra hours do not count as overtime. You can mark those hours to track and report on them.
*{{Link-SomewhereInThisManual|topic=Shfts|anchor=top|display text=Shifts}}—Defined periods of time when agents are assigned to work activities. Shifts define workday parameters by the time of day, duration, and days of the week.
*{{Link-SomewhereInThisManual|topic=Cntrcts|anchor=top|display text=Contracts}}—Settings for agent availability times and days off that might be union or contractual requirements. WFM automatically takes these settings into consideration during scheduling to produce legal schedules for every agent.
*{{Link-SomewhereInThisManual|topic=RtgPtrns|anchor=top|display text=Rotating patterns}}—Rotating workweeks of shifts, working days, working hours, and/or work activities. A rotating pattern can be assigned to an agent.
|structuredtextwide=
|FAQHeading=
|Status=No
}}{{Section
|sectionHeading=Watch the video
|anchor=WatchtheVideo
|alignment=Vertical
|Media=
|image=
|structuredtext=*{{Link-SomewhereInThisManual|topic=ExcpTyps|anchor=ETNw|display text=Creating Exception Types}}
*{{Link-SomewhereInThisManual|topic=TmOffTyps|anchor=CrtgTOTyps|display text=Creating Time-Off Types}}
*{{Link-SomewhereInThisManual|topic=CfgTmOffRls|anchor=CrtgTORls|display text=Creating Time-Off Rules}}
*{{Link-SomewhereInThisManual|topic=MngMtgs|anchor=NwMtg|display text=Creating Meetings}}
*{{Link-SomewhereInThisManual|topic=FltrAgtsLst|anchor=FltrActvs|display text=Filtering Agents by Activities}}
*{{Link-SomewhereInThisManual|topic=MrkdTm|anchor=MTCrt|display text=Creating Marked Time}}
|structuredtextwide=
|FAQHeading=
|Status=No
}}
}}

@@ Line 10: / Line 10: @@
 |Section={{Section
 |alignment=Vertical
-|structuredtext=WFM Web for Supervisors includes the following policy objects:
+|structuredtext={{NoteFormat|To configure objects and change settings in the '''Policies''' module, you must have the appropriate role privileges. See {{Link-SomewhereInThisVersion|manual=Supervisor|topic=RolPrvlgsOvrw|anchor=PlcsRlP|Policies Role Privileges}}.|}}
 *{{Link-SomewhereInThisManual|topic=ExcpTyps|anchor=top|display text=Exception types}}&mdash;Defined periods of time when agents are engaged in non contact work or are absent, such as during meetings or on days off.

@@ Line 8: / Line 8: @@
 |Role=Supervisor
 |Application=Workforce Management
 |Section={{Section
 |alignment=Vertical
 |structuredtext=WFM Web for Supervisors includes the following policy objects:
@@ Line 25: / Line 20: @@
 *{{Link-SomewhereInThisManual|topic=Cntrcts|anchor=top|display text=Contracts}}&mdash;Settings for agent availability times and days off that might be union or contractual requirements. WFM automatically takes these settings into consideration during scheduling to produce legal schedules for every agent.
 *{{Link-SomewhereInThisManual|topic=RtgPtrns|anchor=top|display text=Rotating patterns}}&mdash;Rotating workweeks of shifts, working days, working hours, and/or work activities.  A rotating pattern can be assigned to an agent.
 |Status=No
 }}{{Section
@@ Line 32: / Line 25: @@
 |anchor=WatchtheVideo
 |alignment=Vertical
 |structuredtext=*{{Link-SomewhereInThisManual|topic=ExcpTyps|anchor=ETNw|display text=Creating Exception Types}}
 *{{Link-SomewhereInThisManual|topic=TmOffTyps|anchor=CrtgTOTyps|display text=Creating Time-Off Types}}
-*{{Link-SomewhereInThisManual|topic=CfgTmOffRls|anchor=CrtgTORls|display text=Creating Time-Off Rules}}
+*{{Link-SomewhereInThisVersion|manual=Supervisor|topic=TmOffRls|anchor=CrtgTORls|display text=Creating Time-Off Rules}}
-*{{Link-SomewhereInThisManual|topic=MngMtgs|anchor=NwMtg|display text=Creating Meetings}}
+*{{Link-SomewhereInThisVersion|manual=Supervisor|topic=Mtgs|anchor=NwMtg|display text=Creating Meetings}}
-*{{Link-SomewhereInThisManual|topic=FltrAgtsLst|anchor=FltrActvs|display text=Filtering Agents by Activities}}
+*{{Link-SomewhereInThisVersion|manual=Supervisor|topic=Mtgs|anchor=FltrActvs|display text=Filtering Agents by Activities}}
 *{{Link-SomewhereInThisManual|topic=MrkdTm|anchor=MTCrt|display text=Creating Marked Time}}
 |Status=No
 }}
 }}

@@ Line 5: / Line 5: @@
 |Context=Use Policy objects to configure the rules that govern the work schedules of contact-center agents. WFM considers these rules (defined as policies for each site) when making forecasts and setting up schedules.
 |ComingSoon=No
-|Platform=GenesysEngage-onpremises
+|Platform=GenesysEngage-cloud
 |Role=Supervisor
 |Application=Workforce Management

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

Mary.hachey@genesys.com: 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"