In the context of Schedule Manager, work patterns consist of:
- The Shifts an hift an agent works. As an example, a very common shift is the 9-5 workday.
- The Rotations an agent is assigned. Rotations comprise a series of shifts, recurring at certain intervals. Example: field geologists work the 8-6 shift daily for three weeks, then have one week off, then return to 9-5.
- Any Event Types that affect overall scheduling. A common example of such an event could be an agent vacation. Another event type might be a day away from the office, for a team-building exercise.
- When combined, the above elements form the overall schedule (covered later in this documentation).
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- Stage 1: Shifts – Create all shifts that currently exist in your call center. For example, day shifts from 8:30 AM to 5:00 PM; evening shifts from 4:00 PM to 12:00 AM, etc. Once you define shifts for your call center, you can move on to Stage 2 and assign rotations.
- Stage 2: Rotations – Combine shifts you created in stage 1 to create shift rotations that will be assigned to individuals or teams. Stage 2 is simply the creation of rotations, you are not assigning rotations to agents yet. Once all shift rotations are created, you can move on to Stage 3 and schedule rotations to agents.
- Stage 3: Schedule – Assign the rotations created in stage 2 and assign them to users to create schedules for each agent.
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