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Agent Schedules

Supervisors can view agent schedules and enter exception for them.

What do you want to do?

Tasks in this Topic Include:

Agent Search
View Agent Schedule Details
Enter Agent Exception

Related Tasks:

Agent Search

To view an agent's schedule:

Select Anywhere > Agent Schedules in the left-navigation menu.
Enter an agent name in the Enter Agent Name text box, OR click Select an agent from the drop-down menu.
Select a Date Range Fromand To: with the calendar picker.
Select Search.

View Agent Schedule Details

Select the magnifying lens icon in the Action column to view schedule details.

Enter Agent Exception

NOTE: The fields displayed vary by the type of exception selected.

To enter an exception for an agent:

Select Request Change.

NOTE: The exception request can also be displayed by selecting Agent Exceptions in the left-navigation menu, searching for the agent, and selecting Request Change.

Select the exception type from the drop-down menu (Regular, Mid-day).
Select the agent(s) where the exception applies.
Select the Date and To Date the exception applies to from the calendar picker.
Select the Start: time from the drop-down menu (Mid-day only).
Select the End: time from the drop-down menu (Mid-day only).
Select the Working (Y/N) status from the drop-down menu (Mid-day only).
Select the Override Break and Lunch setting from the drop-down menu (Mid-day only).
Select the Override Non Call: status from the drop-down menu (Mid-day only).
Select the Min. # Hours from the drop-down menu (Regular only).
Select the Max. # Hours from the drop-down menu (Regular only).
Select the Earliest Start from the drop-down menu (Regular only).
Select the Latest Start from the drop-down menu (Regular only).
Select the Pref. Start Time from the drop-down menu (Regular only).
Select the Latest End: (Regular only).
Enter the Time Off Hours.
Enter the Working Hrs.
Enter the Personal Hours Cost.
In the text box input Enter specific comments/remarks for the agent to see:.
Select Save.