Setting Up Hours of Operation

The workgroups in a call center perform different types of work and have difference service levels.

IMPORTANT: We recommend setting the hours of operation to the maximum hours the center is expected to be open. It can be very difficult to adjust Hours of Operation after the initial setup without losing data.

What do you want to do?

Tasks in this Topic Include:

Related Tasks:

Access Hours of Operation

  1. Select Setup from the left-navigation menu.
  2. Select Workgroups.
  3. Select the workgroup you want to work with from the Workgroup drop-down menu.
  4. Select Hours of Operation.

Set Business Week Ending

The business week ending day defines the working weekdays for the workgroup. For instance, "Week Ending = Sunday" means that the workgroup operates from Monday to Sunday. Selecting the business week ending day means that the workgroups business week begins on the day following the selected day, and is the first day for the system to receive data for the business week.

NOTE: Rosters will be generated based on the Week Ending selection.
  1. Select the ending day of the week from the Week Ending drop-down menu.
  2. Select Save

Set Hours of Operation by Weekdays

Hours of Operation defines the working hours for an activated workgroup.  The hours of operation selected will ensure that Rosters, Forecasts, and Call History Screens will reflect the time frame. Monet sets the hours of operation by weekdays to allow for different working hours for different weekdays.  

EXAMPLE: The hours of operation 08:00 22:00 means that the working hours for the workgroup are 16-hours per work day. When you activate a new workgroup , the default value is 00:00 00:00. Business hours should be increments of a quarter hour (0, 15, 30, or 45 minutes).
IMPORTANT:  All time entered must be in a 24 hour format. If Forecasts and Rosters already exist, and you want to change the Hours of Operation, please contact Monet Support to avoid loss of data.
  1. Select Setup from the left-navigation menu,
  2. Select Workgroups.
  3. Enter From time for the respective day(s).
  4. Enter To time for the respective day(s).
  5. Select Save.

Set Open / Close Days

This feature allows you to specify the Open and Closed days for a workgroup. When shifts are staffed, the days that have been defined as closed days will not be used for staffing. Only the days defined as open days will be used, and the employee list will require entries for each open day.

The Days Open/Closed feature provides details of days off and working days. The first rows indicate From and To times of each day of the week and the Day Status row shows the status corresponding to that day of the week.

NOTE: The default settings for new Workgroups is From: 0:00 To 0:00 and Closed.
  1. Select the Hours of Operation tab.
  2. Select either Open or Closed from the drop-down menu as required from the Day Status row.
  3. Select Save.

 

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