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

Mhachey: Published

2020-09-16T20:04:54Z

Published

Mhachey: Published

2020-09-15T16:33:51Z

Published

Mhachey: Published

2020-09-04T19:00:40Z

Published

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

2020-07-25T02:36:41Z

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

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

2020-07-15T11:49:41Z

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

Bgrenon: Published

2020-06-08T15:24:02Z

Published

New page

{{Article
|Standalone=No
|DisplayName=Shifts
|TocName=Shifts
|Context=Create and manage shifts that define basic workday parameters.
|ComingSoon=No
|Platform=PureEngage
|Role=Supervisor
|Application=Workforce Management
|Section={{Section
|alignment=Vertical
|structuredtext=''Shifts'' are defined by workday parameters, such as time of day, duration, and days of the week.

{{Link-SomewhereInThisManual|topic=Shfts|anchor=CrtNwShft|display text=Create}}, {{Link-SomewhereInThisManual|topic=Shfts|anchor=CpygShfts|display text=copy}}, {{Link-SomewhereInThisManual|topic=Shfts|anchor=EdtgShfts|display text=edit}}, and {{Link-SomewhereInThisManual|topic=Shfts|anchor=DltgShfts|display text=delete}} shifts by clicking '''Policies > Shifts''' and selecting the appropriate business unit and site on the '''Objects''' pane.

You can create new shifts or copy existing ones and rename them.
|Status=No
}}{{Section
|sectionHeading=Creating shifts
|anchor=CrtNwShft
|alignment=Horizontal
|Media=Video
|image=243961290
|structuredtext=To create a shift:

#Go to '''Policies > Shifts'''.
#In the '''Objects''' pane, select the '''Business Unit''' and then, the '''Site''', in which you want to create the shift.
#Click '''New''' [[File: WM_851_icon-new.png|link=]] .
#;The new shift appears on the '''Shifts''' pane. with the default name.
#;The default name includes a number to ensure that each shift has a unique name in the Configuration database. You can change this name, but it must remain unique to prevent duplicate name errors from occurring.
#Configure the shift {{Link-SomewhereInThisManual|topic=SftPrp|anchor=top|display text=properties}}.
|Status=No
}}{{Section
|sectionHeading=Copying shifts
|anchor=CpygShfts
|alignment=Vertical
|structuredtext=To copy an existing shift:

#Select a shift.
#Click '''Copy''' [[File: WM_851_rotating_pattern_copy.png|link=]] .
#;The '''Copy Shift <shift_name>''' pane opens.
#In the Name field, enter a name for the shift.
#;The '''Copy to the same Site''' check box is checked, by default.
#If you choose to uncheck the '''Copy to the same Site''' check box, select the '''BU''' and then, the '''Site''', in which you want to create the shift ( see the figure below).
#;[[File: WM_851_copy_shift_pane.png]]
#;'''Figure:''' Copy Shift
#Click '''Save Now''' [[File: WM_851_icon-save.png|link=]] .
#;The new shift appears on the '''Shifts''' pane under the selected '''Site'''.
#Change the shift {{Link-SomewhereInThisManual|topic=SftPrp|anchor=top|display text=properties}}, if necessary.

Use the following panes to configure the new shift:

*{{Link-SomewhereInThisManual|topic=SftPrp|anchor=top|display text=Shift Properties}}
*{{Link-SomewhereInThisManual|topic=ShftCntr|anchor=top|display text= Shift Contracts}}
*{{Link-SomewhereInThisManual|topic=TskSqnc|anchor=top|display text=Task Sequences}}
*{{Link-SomewhereInThisManual|topic=ShftSqnc|anchor=top|display text=Shift Sequences}}
|Status=No
}}{{Section
|sectionHeading=Editing shifts
|anchor=EdtgShfts
|alignment=Vertical
|structuredtext=To edit a shift:

#On the '''Shifts''' pane, select the shift you want to edit.
#Make the necessary changes in each pane.
#Click '''Save Now''' [[File: WM_851_icon-save.png|link=]] .
|Status=No
}}{{Section
|sectionHeading=Deleting shifts
|anchor=DltgShfts
|alignment=Vertical
|structuredtext=To delete a shift:

#On the '''Shifts''' pane, select the shift you want to delete.
#Click '''Delete''' [[File:WM_851_icon-delete.png|link=]] .
|Status=No
}}{{Section
|sectionHeading=Limitation on the number of shifts
|anchor=ShiftNumberLimitationDuringBuilding
|alignment=Vertical
|structuredtext=The maximum number of shifts that can be configured when building schedules is 100 shifts.

Count all the agents configured for your schedule scenario, all their different contracts, and all the different shifts associated with those contracts. The total number of shifts cannot exceed 100. If it does, your build will fail, and WFM will display ''Error 43: Too many shifts: the maximum number is 100, but more than 100 were requested''.

{{NoteFormat|You can configure more than 100 shifts in your WFM database; the limitation is that you cannot associate more than 100 shifts with a single schedule.|2}}

===Solving the problem of too many shifts===
Managers in a contact center might configure a very large number of shifts because they believe that multiple shifts are the only way to create ''fixed'' schedules. However, rotating patterns can accommodate many different types of schedules, including both fixed and flexible schedules, using very few shifts. For example, you could create weekly rotating patterns to configure a fixed schedule that uses just one shift. For more information see {{Link-SomewhereInThisManual|topic=RtgPtrns|anchor=top|display text=Rotating Patterns}}.
|Status=No
}}
}}

@@ Line 14: / Line 14: @@
 {{Link-SomewhereInThisManual|topic=Shfts|anchor=CrtNwShft|display text=Create}}, {{Link-SomewhereInThisManual|topic=Shfts|anchor=CpygShfts|display text=copy}}, {{Link-SomewhereInThisManual|topic=Shfts|anchor=EdtgShfts|display text=edit}}, and {{Link-SomewhereInThisManual|topic=Shfts|anchor=DltgShfts|display text=delete}} shifts by clicking '''Policies &gt; Shifts''' and selecting the appropriate business unit and site on the '''Objects''' pane.
-You can create new shifts or copy existing ones and rename them.
+==Managing shifts==
 |Status=No
 }}{{Section
 |alignment=Horizontal
 |Media=Video
@@ Line 32: / Line 34: @@
 {{AnchorDiv|CpygShfts}}
 ===Copying shifts===
 To copy an existing shift:
@@ Line 51: / Line 52: @@
 *{{Link-SomewhereInThisVersion|manual=Supervisor|topic=Shfts|anchor=SftPrp|display text=Shift Properties}}
-*{{Link-SomewhereInThisManual|topic=ShftCntr|anchor=top|display text= Shift Contracts}}
+*{{Link-SomewhereInThisVersion|manual=Supervisor|topic=Shfts|anchor=ShftCntr|display text= Shift Contracts}}
 *{{Link-SomewhereInThisManual|topic=TskSqnc|anchor=top|display text=Task Sequences}}
 *{{Link-SomewhereInThisVersion|manual=Supervisor|topic=TskSqnc|anchor=ShftSqnc|display text=Shift Sequences}}
@@ Line 71: / Line 72: @@
 #On the '''Shifts''' pane, select the shift you want to delete.
 #Click '''Delete''' [[File:WM_851_icon-delete.png|link=]] .
-|Status=No
-}}{{Section
+{{AnchorDiv|LmtNmbrShfts}}
-|sectionHeading=Limitation on the number of shifts
+===Limitation on the number of shifts===
-|anchor=ShiftNumberLimitationDuringBuilding
+The maximum number of shifts that can be configured when building schedules is 100 shifts.
 Count all the agents configured for your schedule scenario, all their different contracts, and all the different shifts associated with those contracts. The total number of shifts cannot exceed 100. If it does, your build will fail, and WFM will display ''Error 43: Too many shifts: the maximum number is 100, but more than 100 were requested''.
@@ Line 82: / Line 81: @@
 {{NoteFormat|You can configure more than 100 shifts in your WFM database; the limitation is that you cannot associate more than 100 shifts with a single schedule.|2}}
-===Solving the problem of too many shifts===
+====Solving the problem of too many shifts====
 Managers in a contact center might configure a very large number of shifts because they believe that multiple shifts are the only way to create ''fixed'' schedules. However, rotating patterns can accommodate many different types of schedules, including both fixed and flexible schedules, using very few shifts. For example, you could create weekly rotating patterns to configure a fixed schedule that uses just one shift. For more information see {{Link-SomewhereInThisManual|topic=RtgPtrns|anchor=top|display text=Rotating Patterns}}.
 |Status=No
@@ Line 132: / Line 131: @@
 **'''Previous day'''&mdash;If agents work this shift, they get the previous day off.
 **'''Next day is not off'''&mdash;If agents work this shift, they cannot get the next day off.
 |Status=No
 }}
 }}

@@ Line 28: / Line 28: @@
 #Click '''New''' [[File: WM_851_icon-new.png|link=]] .
 #;The new shift appears on the '''Shifts''' pane. with the default name.
-#;The default name includes a number to ensure that each shift has a unique name in the Configuration database. You can change this name, but it must remain unique to prevent duplicate name errors from occurring.
+#Configure the shift {{Link-SomewhereInThisVersion|manual=Supervisor|topic=Shfts|anchor=SftPrp|display text=properties}}.
-#Configure the shift {{Link-SomewhereInThisManual|topic=SftPrp|anchor=top|display text=properties}}.
+|structuredtextwide={{NoteFormat|The shift's default name includes a number to ensure that each shift has a unique name in the Configuration database. You can change this name, but it must remain unique to prevent duplicate name errors from occurring.|2}}
-|Status=No
-}}{{Section
+{{AnchorDiv|CpygShfts}}
-|sectionHeading=Copying shifts
-|anchor=CpygShfts
+===Copying shifts===
-|alignment=Vertical
+To copy an existing shift:
 #Select a shift.
@@ Line 47: / Line 46: @@
 #Click '''Save Now''' [[File: WM_851_icon-save.png|link=]] .
 #;The new shift appears on the '''Shifts''' pane under the selected '''Site'''.
-#Change the shift {{Link-SomewhereInThisManual|topic=SftPrp|anchor=top|display text=properties}}, if necessary.
+#Change the shift {{Link-SomewhereInThisVersion|manual=Supervisor|topic=Shfts|anchor=SftPrp|display text=properties}}, if necessary.
 Use the following panes to configure the new shift:
-*{{Link-SomewhereInThisManual|topic=SftPrp|anchor=top|display text=Shift Properties}}
+*{{Link-SomewhereInThisVersion|manual=Supervisor|topic=Shfts|anchor=SftPrp|display text=Shift Properties}}
 *{{Link-SomewhereInThisManual|topic=ShftCntr|anchor=top|display text= Shift Contracts}}
 *{{Link-SomewhereInThisManual|topic=TskSqnc|anchor=top|display text=Task Sequences}}
 *{{Link-SomewhereInThisManual|topic=ShftSqnc|anchor=top|display text=Shift Sequences}}
-|Status=No
-}}{{Section
+{{AnchorDiv|EdtgShfts}}
-|sectionHeading=Editing shifts
-|anchor=EdtgShfts
+===Editing shifts===
-|alignment=Vertical
+To edit a shift:
 #On the '''Shifts''' pane, select the shift you want to edit.
 #Make the necessary changes in each pane.
 #Click '''Save Now''' [[File: WM_851_icon-save.png|link=]] .
-|Status=No
-}}{{Section
+{{AnchorDiv|DltgShfts}}
-|sectionHeading=Deleting shifts
-|anchor=DltgShfts
+===Deleting shifts===
-|alignment=Vertical
+To delete a shift:
 #On the '''Shifts''' pane, select the shift you want to delete.
@@ Line 87: / Line 84: @@
 ===Solving the problem of too many shifts===
 Managers in a contact center might configure a very large number of shifts because they believe that multiple shifts are the only way to create ''fixed'' schedules. However, rotating patterns can accommodate many different types of schedules, including both fixed and flexible schedules, using very few shifts. For example, you could create weekly rotating patterns to configure a fixed schedule that uses just one shift. For more information see {{Link-SomewhereInThisManual|topic=RtgPtrns|anchor=top|display text=Rotating Patterns}}.
 |Status=No
 }}
 }}

@@ Line 5: / Line 5: @@
 |Context=Create and manage shifts that define basic workday parameters.
 |ComingSoon=No
-|Platform=GenesysEngage-onpremises
+|Platform=GenesysEngage-cloud
 |Role=Supervisor
 |Application=Workforce Management

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

Mhachey: 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"