Call Center Schedule Documentation
Creating Schedules
To create a schedule you will start with an empty schedule or a copy of last weeks schedule.
Create one shift from each group of shifts that you have by clicking 'Add Shift.' 
If you have ten people who work 8-16, and ten from 16-00 you would create one shift for 8-16 and one for 16-00. New shifts will be 'unassigned' because there are no employees who are assigned to fill that shift.
- Click the Copy
button on each shift until you have the desired amount of shifts.
- Click the Edit
or Delete 
buttons to make any adjustments.
- Assign
employees to this new shifts until all shifts are filled.
. Publishing a schedule makes it available for printing and sending to the employees.Schedule Chart
The Agents Per Interval chart shows how many agents are available at any time in 30 minute intervals.
This chart gives a graphical representation of how many people will be on your workforce through the day.
Print Schedule
To print a schedule click the 'Print Schedule' link under the calendar. Enter the date range to print a schedule for, and submit.
Schedule's can not be printed until they are published. Unpublished schedules may still have changes made to them and are not final.
Publish Schedule
When a weekly schedule is published it is no longer available to edit. Schedules should be published before the week starts.
Schedules which have been published are not available for editing, schedules which have been published are available for printing.
Overview
Schedules are created on a weekly basis by selecting any day in the week. The schedule for the week is ordered by the day that is selected, so all employees starting at the same time on the selected day are grouped together.
When a week without a schedule is selected the 'Create Schedule' option is available, allowing for a new empty schedule or a copy of the previous week's schedule (if it exists.)
After a schedule is created new icons appear to perform tasks on this schedule, and the schedule icon in the calendar changes to an open lock from a blank page icon.
Use the 'Add Shift' icon to create a new Static or Dynamic shift for this schedule. Static shifts start and end at the same time each day, Dynamic shifts may start and end and different times each day during the week.
Once shifts have been created they need to be assigned. Click the Assign Shift icon beside an shift to select an employee to add a shift for. The 'Assign Shifts' icon will automatically assign employees to open shifts and fill out the schedule.
The 'Clear Week' icon will empty all data in the schedule for this week.
'Publish Week' changes the icons for each day in the week from an open lock to a closed lock. Once a shift has been published it can not be edited, and becomes available for printing.
The schedule includes a chart that displays the number of employees scheduled at each thirty minute interval during the day.