Settings - Agent

Overview

Settings are used to define your experience within Workforce Management and how scheduling should be created. All configuration related to work hours are set by your supervisor.

The settings page is broken down into two configuration categories.

Personal Data

Personal data allows a user to configure a more personalized experience.

Timezone

Set your timezone within the Time zone section. This will update all views to display times in your preferred timezone.

Group & Queue Filter

Specify which groups a user belongs to for scheduling purposes. Updating this selection will either add or remove a user from a specific group. This change will impact future schedule generation. It will not impact schedules that have already been generated.

Work Hours

Agent work hours. This is a read only view that provides visibility into your schedule configuration. Request any changes with your supervisor.

Schedule Availability

Breaks down schedule availability by day and working time block. Recurrence is set via radio button and currently supports weekly, Biweekly, and Bimonthly.

Scheduled Break

A window of time that a specific break can be scheduled. The implementation supports dynamic durations of breaks over a period of time. The break configuration will be evaluated on every new schedule run and will apply breaks based on forecasted volume. Breaks are prioritized such that agents are guaranteed to receive a break but that might create a scheduling gap. At which time, an agent required placeholder will be generated.