Difference between revisions of "PEC-WFM/Current/Supervisor/AgtTmOffs"
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|Role=Supervisor | |Role=Supervisor | ||
|Application=Workforce Management | |Application=Workforce Management | ||
− | |||
|Section={{Section | |Section={{Section | ||
− | |||
− | |||
|alignment=Vertical | |alignment=Vertical | ||
− | + | |structuredtext=In the '''Time Off''' pane, you can add, edit, and delete time-off rules and time-off types that are associated with selected agents. Use the controls in the top-right corner of the following panes to complete the described tasks: | |
− | + | ||
− | |structuredtext=In the '''Time Off''' pane, you can add, edit, and delete | + | ===Time off controls=== |
− | | | + | |
− | | | + | *[[File: WM_851_icon-object_tree_checkbox_cleared.png]] '''Show Historical''' ''check box''—Enter a check mark to display time-off rules that contain {{Link-SomewhereInThisVersion|manual=Supervisor|topic=AgtTmOffs|anchor=TOHstrcl|display text=historical data}} (the selected agent's time-off balance). |
+ | *[[File: WM_851_agent_activities_plus.png]] '''Associate Time-Off Rule and Time-Off Type with Agent'''—Click to associate the selected agent with time-off rules and time-off types. | ||
+ | *[[File: WM_851_agent_activities_minus.png]] '''Remove Time-Off Rule and Time-Off Type association from Agent'''—Click to disassociate the selected agent from time-off rules and time-off types. | ||
+ | *[[File: WM_851_icon-save.png]] '''Save Now'''—Click to save any changes. | ||
+ | *[[File: WM_851_icon-help.png]] '''Help'''—Click to view a Help topic about the '''Time Off''' pane. | ||
+ | |||
+ | {{AnchorDiv|TOHstrcl}} | ||
+ | ===Historical data in time-off rules=== | ||
+ | Historical data refers to the calculated balance in time-off rules. When the '''Show Historical''' check box is checked or enabled, the list of time-off rules (available for selection) will include rules that have calculated balances. If you select a rule, the {{Link-SomewhereInThisVersion|manual=Supervisor|topic=AgtTmOffs|anchor=AssgTORlsTyps|display text=Time-Off Rule Assignment Properties}} pane opens, displaying the details of the rule's assignment, calculated carry-over balances, and time-off types. The '''Show Historical''' check box is cleared by default. | ||
+ | |||
+ | Time-off rules that contain historical data can be deleted, but it is not recommended, because it can affect the agent’s time-off balance. | ||
|Status=No | |Status=No | ||
}}{{Section | }}{{Section | ||
− | |sectionHeading= | + | |sectionHeading=Assigning time-off rules and types |
− | |anchor= | + | |anchor=AssgTORlsTyps |
|alignment=Vertical | |alignment=Vertical | ||
− | | | + | |structuredtext=Use the '''Time-Off Rule Assignment Properties''' pane to assign time-off rules and types to agents to manage their accrued and awarded time-off hours. Use the controls and procedures described in this topic. |
− | + | ||
− | + | {{AnchorDiv|AsscTOTTOT}} | |
− | + | ===Associating time-off rules and types with agents=== | |
− | + | To associate a time-off rule and time-off types with the selected agent: | |
− | + | ||
− | + | #In the '''Agents Properties''' pane, click '''Time Off'''. | |
− | + | #Click '''Associate Time-Off Rule and Time-Off Types with Agent''' [[File: WM_851_agent_activities_plus.png|link=]] . | |
− | + | #;The '''Time-Off Rule Assignment Properties''' pane opens. | |
− | + | #Select a '''Time-Off Rule''' from the drop-down list . | |
− | + | #Enter a '''Start Date''' and '''End Date''', or click within either field to open a calendar, from which you can select a date. | |
− | {{ | + | #;The '''Start Date''' is pre-populated with the current date, but you can change it, if necessary. |
− | {{ | + | #;If you check the box at end of the '''End Date''' field, WFM Web enters the current date automatically. |
− | {{ | + | #Click '''Add Time-Off Types to a Time-Off Rule''' [[File: WM_851_agent_activities_plus.png|link=]] . |
− | + | #;The '''Time-Off Types''' pane opens. | |
− | + | #Select one or more time-off types from the list and then, click '''Apply''' [[File: WM_851_agent_activities_assign.png|link=]] . | |
− | + | #;To find a specific types, enter criteria in the '''Search''' field. For example, enter the name of the each time-off type you want to find. | |
− | + | #After the selected time-off types appear in the '''Properties''' pane, in the '''Transfer Balance''' column you can: | |
− | + | #*Leave the check box enabled (checked by default) to carry over the balance from the previous rule. | |
− | | | + | #*Clear the check box to accrue a new balance for this rule. |
− | + | #Click '''Apply''' [[File: WM_851_agent_activities_assign.png|link=]] . | |
+ | #In the '''Time Off''' pane, click '''Save Now''' [[File: WM_851_icon-save.png|link=]] . | ||
+ | |||
+ | {{AnchorDiv|EdtgTORTOT}} | ||
+ | ===Editing time-off rules and types associations=== | ||
+ | To edit an existing time-off rule and time-off types associated with an agent: | ||
+ | |||
+ | #In the '''Time Off''' pane, select the rule you want to edit. | ||
+ | #The '''Time-Off Rule Assignment Properties''' pane opens. | ||
+ | #Make the necessary changes, following steps 3-9 in {{Link-SomewhereInThisVersion|manual=Supervisor|topic=AgtTmOffs|anchor=AsscTOTTOT|display text=Associating time-off rules and types with agents}}. | ||
+ | |||
+ | {{AnchorDiv|DltgAgntsTO}} | ||
+ | ===Deleting time off=== | ||
+ | To delete a time-off rule and time-off types currently associated with an agent: | ||
+ | |||
+ | #In the '''Time Off''' pane, select the rule you want to delete. | ||
+ | #Click '''Remove Time-Off Rule and Time-Off Types association from Agent''' [[File: WM_851_agent_activities_minus.png|link=]] . | ||
+ | #When the '''Confirmation''' dialog opens, click '''Yes''' to proceed or '''No''' to cancel the action. | ||
+ | #In the '''Time Off''' pane, click '''Save Now''' [[File: WM_851_icon-save.png|link=]] . | ||
|Status=No | |Status=No | ||
}}{{Section | }}{{Section | ||
− | |sectionHeading=Time off | + | |sectionHeading=Time-off rule assignment properties |
− | |anchor= | + | |anchor=TORPrprties |
|alignment=Vertical | |alignment=Vertical | ||
− | | | + | |structuredtext={{AnchorDiv|EndDt}} |
− | | | + | Use the following controls in the Time-Off Rule Assignment Properties pane: |
− | |||
− | Time-off rules that | + | *[[File: WM_851_agent_activities_assign.png|link=]] '''Apply'''—Click to associate the configured time-off rule and time-off types with the agent. |
− | | | + | *[[File: WM_851_icon_close.png|link=]] '''Close'''—Click to close the pane. |
− | | | + | *[[File: WM_851_icon-help.png|link=]] '''Help'''—Click to view a Help topic about the '''Agent Time-Off Rules Properties''' pane. |
+ | *'''Time-Off Rules''' ''drop-down list''—Click to select a time-off rule that controls how the agent's time-off hours are accrued/awarded. | ||
+ | *'''Start Date'''—Click to open a calendar, from which to choose a start date for the selected time-off rule. The default date is the current day. | ||
+ | *'''End Date'''—Click to open a calendar, from which to choose an end date for the selected time-off rule. | ||
+ | |||
+ | *'''Current Day''' ''check box''—Click to automatically populate this field with the current date. | ||
+ | |Status=No | ||
+ | }}{{Section | ||
+ | |sectionHeading=Carry-over details | ||
+ | |anchor=HstTORPrpt | ||
+ | |alignment=Vertical | ||
+ | |structuredtext=In the '''Time Off''' tab, time-off rules that have calculated carry-over balances are colored gray, and when selected, open the '''Time-Off Rule Assignment Properties''' pane, displaying the following '''Carry-Over Details''' controls: | ||
+ | |||
+ | *'''Carried Hours'''—The number of hours that have been carried over for this agent. | ||
+ | *'''Accrued Hours'''—The number of hours that have accrued for this agent. | ||
+ | *'''End Date Balance'''—The number of hours that are left at the {{Link-SomewhereInThisVersion|manual=Supervisor|topic=AgtTmOffs|anchor=EndDt|display text=end date}} for this rule. | ||
+ | *'''Awarded Bonus Hours'''—The number of awarded bonus hours accrued for this agent. | ||
+ | *'''Used Bonus Hours'''—The number of bonus hours that this agent has used. | ||
+ | *'''Expired Bonus Hours'''—The number of bonus hours that have expired. | ||
+ | *'''Scheduled Hours'''—The total number of scheduled hours for this agent. | ||
+ | *'''Granted Hours'''—The total number of hours that have been granted for this agent. | ||
+ | *'''Preferred Hours'''—The total number of preferred hours for this agent. | ||
+ | *'''Declined Hours'''—The total number of hours that have been declined for this agent. | ||
+ | |||
+ | Time-off rules that have no calculated carry-over balance are colored black and when selected, opens the '''Time-Off Rule Assignment Properties''' pane without displaying the '''Carry-Over Details''' controls. | ||
+ | |||
+ | [[File:WM_852_calc-c-ovr_dtls.png]] | ||
+ | |Status=No | ||
+ | }}{{Section | ||
+ | |sectionHeading=Time-off types | ||
+ | |anchor=TOTypsCntrls | ||
+ | |alignment=Vertical | ||
+ | |structuredtext=Use the following controls in the Time-Off Types pane: | ||
+ | |||
+ | *[[File: WM_851_agent_activities_plus.png|link=]] '''Add Time-Off Types to a Time-Off Rule'''—Click to add time-off types to a time-off rule. | ||
+ | *[[File: WM_851_agent_activities_minus.png|link=]] '''Remove Time-Off Types from a Time-Off Rule'''—Click to delete time-off types from a time-off rule. | ||
+ | *[[File: WM_851_agent_activities_assign.png|link=]] '''Apply'''—Click to apply the selected time-off types to the time-off rule assignment. | ||
+ | *[[File: WM_851_icon_close.png|link=]] '''Close'''—{{!}}Click to close the pane. | ||
+ | *[[File: WM_851_icon_search.png|link=]] '''Search'''—Enter search criteria to find time-off types quickly. | ||
+ | |Status=No | ||
+ | }}{{Section | ||
+ | |sectionHeading=Time-off bonuses | ||
+ | |anchor=AgtTOBnses | ||
+ | |alignment=Vertical | ||
+ | |structuredtext=Manage agents' time-off bonuses and understand the how bonus end dates affect carry-over hours. | ||
+ | |||
+ | When you create time-off rules, you configure time off to be either {{Link-SomewhereInThisVersion|manual=Supervisor|topic=TmOffRls|anchor=TypAcrdAwrd|display text=accrued or awarded}}. On the other hand, time-off bonuses are awarded, not accrued. You configure them ({{Link-SomewhereInThisVersion|manual=Supervisor|topic=AgtTmOffs|anchor=AddgTOBns|display text=add}}, {{Link-SomewhereInThisVersion|manual=Supervisor|topic=AgtTmOffs|anchor=EdtgTOBns|display text=edit}}, and {{Link-SomewhereInThisVersion|manual=Supervisor|topic=AgtTmOffs|anchor=DltgTOBns|display text=delete}}) as described in the procedures below. | ||
+ | |||
+ | ===Understanding bonus end dates=== | ||
+ | Time-off bonuses may or may not have a set {{Link-SomewhereInThisVersion|manual=Supervisor|topic=AgtTmOffs|anchor=EndDtBns|display text=End Date}} property, but it's important to understand how the '''End Date''' property affects the way in which WFM counts unused hours when processing carry-over hours. | ||
+ | |||
+ | If the time-off bonus ''has'' a specified end date, WFM processes carry-over as follows: | ||
+ | |||
+ | *If the end date of the bonus time is before the carry-over date, the bonus expires and WFM does not carry over any hours. | ||
+ | *If the end date of the bonus is after the carry-over date, the bonus remains assigned after the carry-over date (it doesn't expire on carry-over date) and WFM fixes the used hours in the carry-over record, meaning the unused hours pass to the new carry-over period and they are not subject to the maximum carry-over hours constraint. | ||
+ | |||
+ | If the time-off bonus ''does not have'' a specified end date, WFM carries over the bonus hours to the next configured carry-over date. The total number of hours carried over is subject to the maximum carry-over hours constraint. The bonus expires after the carry-over date. Any used hours are updated as they were before. | ||
+ | |||
+ | {{AnchorDiv|AddgTOBns}} {{AnchorDiv|EndDtBns}} | ||
+ | ===Adding bonuses=== | ||
+ | To add a time-off bonus for a selected agent: | ||
+ | |||
+ | #Select an agent and then, in the '''Agent Properties''' pane, click '''Time-Off Bonuses'''. | ||
+ | #;The '''Agent Time-Off Bonuses''' pane opens. | ||
+ | #Click '''Add Agent Time-Off Bonus''' [[File: WM_851_agent_activities_plus.png|link=]] . | ||
+ | #;The '''Time-Off Bonuses Properties''' pane opens. | ||
+ | #Select a '''Time-Off Type''' from the drop-down list. | ||
+ | #Enter a '''Start Date''' and '''End Date''', or click within either field to open a calendar, from which you can select a date. | ||
+ | #;The '''Start Date''' is pre-populated with the current date, but you can change it, if necessary. | ||
+ | #;If you check the box at end of the '''End Date''' field, WFM Web enters the current date automatically. | ||
+ | #In the '''Bonus Hours''' field, enter the number of hours you want to award the selected agent. | ||
+ | #In the '''Comments''' field, enter any additional relevant information. | ||
+ | #Click '''Apply''' [[File: WM_851_agent_activities_assign.png|link=]] . | ||
+ | #In the '''Agent Time-Off Bonuses''' pane, click '''Save Now''' [[File: WM_851_icon-save.png|link=]] . | ||
+ | |||
+ | {{AnchorDiv|EdtgTOBns}} | ||
+ | ===Editing bonuses=== | ||
+ | To edit an existing time-off bonus: | ||
+ | |||
+ | #In the '''Agent Time-Off Bonuses''' pane, select the bonus that you want to edit. | ||
+ | #When the '''Time-Off Bonus Properties''' pane opens, make the necessary changes following the steps 3-8 in {{Link-SomewhereInThisVersion|manual=Supervisor|topic=AgtTmOffs|anchor=AddgTOBns|display text=Adding Time-Off Bonuses}}. | ||
+ | |||
+ | {{AnchorDiv|DltgTOBns}} | ||
+ | ===Deleting bonuses=== | ||
+ | To delete an existing time-off bonus: | ||
+ | |||
+ | #In the '''Agent Time-Off Bonuses''' pane, select the bonus you want to delete and click '''Delete Agent Time-Off Bonus''' [[File: WM_851_agent_activities_minus.png|link=]] . | ||
+ | #When the '''Confirmation''' dialog opens, click '''Yes''' to proceed or '''No''' to cancel the action. | ||
+ | #Click '''Save Now''' [[File: WM_851_icon-save.png|link=]] . | ||
|Status=No | |Status=No | ||
}} | }} | ||
}} | }} |
Revision as of 23:14, September 18, 2020
Contents
Manage time-off rules and time-off types for an agent.
In the Time Off pane, you can add, edit, and delete time-off rules and time-off types that are associated with selected agents. Use the controls in the top-right corner of the following panes to complete the described tasks:
Time off controls
- Show Historical check box—Enter a check mark to display time-off rules that contain historical data (the selected agent's time-off balance).
- Associate Time-Off Rule and Time-Off Type with Agent—Click to associate the selected agent with time-off rules and time-off types.
- Remove Time-Off Rule and Time-Off Type association from Agent—Click to disassociate the selected agent from time-off rules and time-off types.
- Save Now—Click to save any changes.
- Help—Click to view a Help topic about the Time Off pane.
Historical data in time-off rules
Historical data refers to the calculated balance in time-off rules. When the Show Historical check box is checked or enabled, the list of time-off rules (available for selection) will include rules that have calculated balances. If you select a rule, the Time-Off Rule Assignment Properties pane opens, displaying the details of the rule's assignment, calculated carry-over balances, and time-off types. The Show Historical check box is cleared by default.
Time-off rules that contain historical data can be deleted, but it is not recommended, because it can affect the agent’s time-off balance.
Assigning time-off rules and types
Use the Time-Off Rule Assignment Properties pane to assign time-off rules and types to agents to manage their accrued and awarded time-off hours. Use the controls and procedures described in this topic.
Associating time-off rules and types with agents
To associate a time-off rule and time-off types with the selected agent:
- In the Agents Properties pane, click Time Off.
- Click Associate Time-Off Rule and Time-Off Types with Agent .
- The Time-Off Rule Assignment Properties pane opens.
- Select a Time-Off Rule from the drop-down list .
- Enter a Start Date and End Date, or click within either field to open a calendar, from which you can select a date.
- The Start Date is pre-populated with the current date, but you can change it, if necessary.
- If you check the box at end of the End Date field, WFM Web enters the current date automatically.
- Click Add Time-Off Types to a Time-Off Rule .
- The Time-Off Types pane opens.
- Select one or more time-off types from the list and then, click Apply .
- To find a specific types, enter criteria in the Search field. For example, enter the name of the each time-off type you want to find.
- After the selected time-off types appear in the Properties pane, in the Transfer Balance column you can:
- Leave the check box enabled (checked by default) to carry over the balance from the previous rule.
- Clear the check box to accrue a new balance for this rule.
- Click Apply .
- In the Time Off pane, click Save Now .
Editing time-off rules and types associations
To edit an existing time-off rule and time-off types associated with an agent:
- In the Time Off pane, select the rule you want to edit.
- The Time-Off Rule Assignment Properties pane opens.
- Make the necessary changes, following steps 3-9 in Associating time-off rules and types with agents.
Deleting time off
To delete a time-off rule and time-off types currently associated with an agent:
- In the Time Off pane, select the rule you want to delete.
- Click Remove Time-Off Rule and Time-Off Types association from Agent .
- When the Confirmation dialog opens, click Yes to proceed or No to cancel the action.
- In the Time Off pane, click Save Now .
Time-off rule assignment properties
Use the following controls in the Time-Off Rule Assignment Properties pane:
- Apply—Click to associate the configured time-off rule and time-off types with the agent.
- Close—Click to close the pane.
- Help—Click to view a Help topic about the Agent Time-Off Rules Properties pane.
- Time-Off Rules drop-down list—Click to select a time-off rule that controls how the agent's time-off hours are accrued/awarded.
- Start Date—Click to open a calendar, from which to choose a start date for the selected time-off rule. The default date is the current day.
- End Date—Click to open a calendar, from which to choose an end date for the selected time-off rule.
- Current Day check box—Click to automatically populate this field with the current date.
Carry-over details
In the Time Off tab, time-off rules that have calculated carry-over balances are colored gray, and when selected, open the Time-Off Rule Assignment Properties pane, displaying the following Carry-Over Details controls:
- Carried Hours—The number of hours that have been carried over for this agent.
- Accrued Hours—The number of hours that have accrued for this agent.
- End Date Balance—The number of hours that are left at the end date for this rule.
- Awarded Bonus Hours—The number of awarded bonus hours accrued for this agent.
- Used Bonus Hours—The number of bonus hours that this agent has used.
- Expired Bonus Hours—The number of bonus hours that have expired.
- Scheduled Hours—The total number of scheduled hours for this agent.
- Granted Hours—The total number of hours that have been granted for this agent.
- Preferred Hours—The total number of preferred hours for this agent.
- Declined Hours—The total number of hours that have been declined for this agent.
Time-off rules that have no calculated carry-over balance are colored black and when selected, opens the Time-Off Rule Assignment Properties pane without displaying the Carry-Over Details controls.
Time-off types
Use the following controls in the Time-Off Types pane:
- Add Time-Off Types to a Time-Off Rule—Click to add time-off types to a time-off rule.
- Remove Time-Off Types from a Time-Off Rule—Click to delete time-off types from a time-off rule.
- Apply—Click to apply the selected time-off types to the time-off rule assignment.
- Close—|Click to close the pane.
- Search—Enter search criteria to find time-off types quickly.
Time-off bonuses
Manage agents' time-off bonuses and understand the how bonus end dates affect carry-over hours.
When you create time-off rules, you configure time off to be either accrued or awarded. On the other hand, time-off bonuses are awarded, not accrued. You configure them (add, edit, and delete) as described in the procedures below.
Understanding bonus end dates
Time-off bonuses may or may not have a set End Date property, but it's important to understand how the End Date property affects the way in which WFM counts unused hours when processing carry-over hours.
If the time-off bonus has a specified end date, WFM processes carry-over as follows:
- If the end date of the bonus time is before the carry-over date, the bonus expires and WFM does not carry over any hours.
- If the end date of the bonus is after the carry-over date, the bonus remains assigned after the carry-over date (it doesn't expire on carry-over date) and WFM fixes the used hours in the carry-over record, meaning the unused hours pass to the new carry-over period and they are not subject to the maximum carry-over hours constraint.
If the time-off bonus does not have a specified end date, WFM carries over the bonus hours to the next configured carry-over date. The total number of hours carried over is subject to the maximum carry-over hours constraint. The bonus expires after the carry-over date. Any used hours are updated as they were before.
Adding bonuses
To add a time-off bonus for a selected agent:
- Select an agent and then, in the Agent Properties pane, click Time-Off Bonuses.
- The Agent Time-Off Bonuses pane opens.
- Click Add Agent Time-Off Bonus .
- The Time-Off Bonuses Properties pane opens.
- Select a Time-Off Type from the drop-down list.
- Enter a Start Date and End Date, or click within either field to open a calendar, from which you can select a date.
- The Start Date is pre-populated with the current date, but you can change it, if necessary.
- If you check the box at end of the End Date field, WFM Web enters the current date automatically.
- In the Bonus Hours field, enter the number of hours you want to award the selected agent.
- In the Comments field, enter any additional relevant information.
- Click Apply .
- In the Agent Time-Off Bonuses pane, click Save Now .
Editing bonuses
To edit an existing time-off bonus:
- In the Agent Time-Off Bonuses pane, select the bonus that you want to edit.
- When the Time-Off Bonus Properties pane opens, make the necessary changes following the steps 3-8 in Adding Time-Off Bonuses.
Deleting bonuses
To delete an existing time-off bonus:
- In the Agent Time-Off Bonuses pane, select the bonus you want to delete and click Delete Agent Time-Off Bonus .
- When the Confirmation dialog opens, click Yes to proceed or No to cancel the action.
- Click Save Now .