1. Log in to NICE WebStation.

2. Select WebStation > Schedules > My Trades, Schedule Trade Board, or Group Schedules on the navigation bar.

3. Click Trade a schedule from any of these pages to display the Trade your schedule page.

   (Optional) To initiate a schedule trade from the My Schedule page:

   • Select WebStation > Schedules > My Schedule on the navigation bar.

   • Navigate to the scheduled date or dates you want to trade.

   • Click the Trade schedule icon for the day you want to trade or click Trade All to trade all days of the selected week. The system displays the Trade your schedule page.

4. If the MU WebStation trade rules allow partial day trades, select Trade the entire day or Trade part of the day and enter the start and end time of the partial day.

5. If you want a closed trade (agent-specific) and the MU WebStation trade rules allow it, select from a list of agents to target an agent. Otherwise, select Open trade to post a trade to the schedule trade board.

6. Click Continue.

7. If you selected a closed trade, identify the desired schedule, then:

   1. Select one of these:

      • A different schedule on the same date.

        If you request a partial day trade, enter the earliest start time and the latest stop time you want. (If the MU WebStation trade rules do not allow different schedule length trades, the system hides the stop time field.)

      • A different day off.

        If you request a partial day trade, enter the earliest start time and the latest stop time you want. (If the MU WebStation trade rules do not allow different schedule length trades, the system hides the stop time field.)

      • Give the schedule away for nothing in return (if allowed by the MU WebStation trade rules).

   2. (Optional) Enter a Comment with the schedule trade request (if allowed by the MU WebStation trade rules).

   3. Click Send My Request. The target agent must approve the trade. (The system sends an alert to the target agent to notify that a closed trade is pending approval.)

8. If you selected an open trade, identify the desired schedule, then:

   1. Select one or more of these:

      • A different start time on the same day.

        Enter your preferred range of start times or select the Any time checkbox.

        Select at least one of the checkboxes for a longer, the same length, or shorter schedule (if allowed by the MU WebStation trade rules).

      • A different day off.

        Select the day or days you would work.

        Enter your preferred range of start times or select the Any time checkbox.

        Select at least one of the checkboxes for a longer, the same length, or shorter schedule (if allowed by the MU WebStation trade rules).

      • Give the schedule away for nothing in return (if allowed by the MU WebStation trade rules).

   2. (Optional) Enter a Comment with the schedule trade request (if allowed by the MU WebStation trade rules).

   3. Click Send My Request to add the trade to the schedule trade board. When another agent selects your trade, the system validates and processes it as defined by the MU WebStation trade rules.

1. If available, select WebStation > Schedules > Group Schedules on the navigation bar. The list of agents’ schedules available for you to view depends on the WebStation schedule trade rules defined for your MU. For example:

   • You could see all agents’ schedules in your MU, or you could only see agents’ schedules with whom you can trade schedules.

   • You could see schedules for agents outside of your MU, or only agents with the same agent data group value.

   • You could see all scheduled activities (lunch, breaks), or only those that would be traded with the schedule.

2. The page displays schedules for agents in your MU. To view schedules for a different agent data group value or MU, click Change.

   • Select an MU from the MU drop-down list.

   • (Optional) Select an agent data group value from the agent data group drop-down list.

   • Click Continue.

3. To add or remove columns from the Group Schedules page:

   • Select WebStation > Personal Preferences > Group Schedules Preferences on the navigation bar.

   • Select the desired data items.

   • Click Save.

• Overview
• Viewing Other Agents’ Schedules on the Group Schedules Page
  • Times are shown in <MU time zone>
  • MU
  • Changing the Entity Selections
  • Trade a Schedule
  • Viewing Schedule Information
  • Calendar
  • Viewing Schedule Details for Selected Agent - Common Behavior
  • Viewing Schedule Details in Daily or Weekly View
  • Viewing Schedule Details in Monthly View
• Printing Group Schedules

If you use the WebStation Schedule Trades feature, and your MU allows agents to see other agents' schedules, the NICE WebStation > Schedules > Group Schedules menu item is available on the navigation bar. The Group Schedules page allows you to view the schedules of agents in your MU or, if your MU configuration allows, the schedules of agents in other MUs with whom you can trade schedules. The list of agents depends on the schedule trade configuration a supervisor defined for your MU. You can also enter a schedule trade request from the Group Schedules page. For more information on entering trade requests, see My Trades.

On the Group Schedules page, you can view other agents’ schedules for a selected date or date range.

Figure 35 Group Schedules Page

The list of agents' schedules displayed on the Group Schedules page depends on the configuration a supervisor defined for your MU. For example, you could see all agents’ schedules in the MU, or only those agents’ schedules with whom you can trade schedules. If you can only see those agents’ schedules with whom you can trade schedules, your supervisor can also define these configurations for your MU:

• Agents can view schedules for agents outside the MU.

• Agents can only view schedules for agents with the same agent data group value.

• Agents can only view schedules for agents with the same skills.

• Agents can see all scheduled activities (lunch, breaks), or only those activities they can trade with the schedule.

On the Group Schedules page, you can also view a specific agent’s schedule for a day, week, or month, or enter a schedule trade request.

Initially, this page displays schedules for agents in your MU. You can only view schedules for the agents on this page one day at a time. The Group Schedules page displays the current day's schedules by default.

Note

If a schedule on the Group Schedules page changes, the Group Schedules page does not update with the new information.

You can sort by any column in the table on the Group Schedules page by clicking on the column header. Click again to sort in descending order.

Refer to these topics:

• Times are shown in <MU time zone>
• MU
• Changing the Entity Selections
• Trade a Schedule
• Viewing Schedule Information
• Calendar
• Viewing Schedule Details for Selected Agent - Common Behavior
• Viewing Schedule Details in Daily or Weekly View
• Viewing Schedule Details in Monthly View

This view only field, below the schedule data table, shows the time zone of the MU for which you are viewing agent schedules. The Group Schedules page displays the schedules in this time zone.

The MU field, above the schedule data table, displays the ID and name of the MU for which you are viewing agent schedules.

If you want to see schedules for agents in another MU, or you want to see schedules for a specific agent data group value, click Change. The Group Schedules - Entity Selection page allows you to select a different MU and agent data group value for the schedule data you want to view. To view agent schedules for the MU and agent data group value you select, click Continue.

Refer to these topics:

• MU
• Agent Data Group Value

Select the MU for which you want to view agent schedule data. The drop-down list contains All Management Units and a list of MUs for which you can view agent schedules. The list of MUs depends on the configuration a supervisor defined for your MU. If you select the All Management Units option, you cannot select an agent data group value. This field defaults to the MU from the Group Schedules page.

You can view schedules for an entire MU, or you can select an agent data group value for which you want to view agent schedules. The agent data group field label is the default agent data group a supervisor selected for the MU. The agent data group field does not appear if the MU does not have a default agent data group, or you selected All Management Units in the MU field. The agent data group value drop-down list contains (All Agents) and a list of the values assigned to agents in the selected MU on the current date for the agent data group. This field defaults to the agent data group value from the Group Schedules page.

If you select an agent data group value, you are filtering the agent schedule data to display on the Group Schedules page to include only the agents in the selected MU with the selected agent data group value.

If you change the MU in the MU field, the agent data group and the agent data group value drop-down list change to display the agent data group and values associated with the newly selected MU.

Note

Even though you selected a specific MU (and maybe an agent data group value), you may not be able to see all schedules belonging to agents in the MU or assigned the agent data group value. The list of agents' schedules on the Group Schedules page depends on the configuration a supervisor defined for your MU (see Viewing Other Agents’ Schedules on the Group Schedules Page).

Click Trade a schedule to enter a schedule trade request. For details on entering a schedule trade request, see Initiating Schedule Trades.

If a schedule trade requires approval, a supervisor needs to approve the schedule trade request before the system validates and completes the trade. If a schedule trade does not require supervisor approval, then after you request and approve (if applicable) the trade and the accepting agent approves the trade, the system validates and completes the trade. Once a schedule trade request is complete, the system notifies each of the agents involved.

The system validates your work rules after you initiate a closed (agent-specific) schedule trade on the Trade your schedule page. The system performs validations to enforce the work rules based on the schedule trade configuration a supervisor defined for each agent’s MU. The work rules include:

• Availability

• Maximum consecutive days to work

• Maximum weekly hours

• Minimum consecutive days to work

• Minimum time between schedules

• Minimum weekly hours

When you request a closed (agent-specific) schedule trade and submit the request, the system validates any work rules configured for each agent’s MU to enforce. If any work rule validation errors occur on your schedule because of the trades, the system does not save these trades. In this case, the system displays an error for the failed work rule validations on the Trade your schedule results page (see Trade your Schedule Results Page).

This section describes the columns available on the Group Schedules page. The columns displayed on the Group Schedules page depend on the settings you selected on the Group Schedules Preferences page, accessed by selecting Personal Preferences > Group Schedules Preferences (see Defining Group Schedules Preferences). If you did not enter any preferences, the Group Schedules page displays these columns by default: DETAILS, ID, NAME, SCHEDULE START, SCHEDULE END, SCHEDULE LENGTH, LUNCH START, LUNCH END, and LUNCH LENGTH. Each agent's schedule is in one row regardless of the number of columns.

Only the first two breaks and the first lunch that exist on the agent schedules display on the Group Schedules page. More breaks or lunches could exist on an agent's schedule, however, these only appear on the agent's detail page. An agent's schedule could contain activity codes in an order other than break-lunch-break (for example, break-break-lunch or lunch-break-break), however, the main Group Schedules page always lists activity codes in break-lunch-break order when you are viewing all columns.

If a supervisor configured your MU to hide non-tradable scheduled activities, and an agent’s schedule is not tradable, the Group Schedules page does not display the schedule for the agent. In this case, the system disables the D, W, and M links and a red asterisk (*) appears after the agent's name. All columns containing schedule data are blank for the agent. If a red asterisk appears after any agent name on the Group Schedules page, this text displays in red below the schedule data table: * This schedule cannot be traded.

If a supervisor configured your MU to hide non-tradable scheduled activities, and an agent’s schedule has non-tradable break or lunch activities, the Group Schedules page displays --:-- in place of the break or lunch times when there are no additional tradable break or lunch activities on the agent’s schedule. If there are additional break or lunch activities on the agent’s schedule that are tradable, the Group Schedules page displays the times for these, even though the break activity can be the third or fourth break or the lunch activity can be the second or third lunch.

Refer to these topics:

• Date
• Details
• ID and Name
• Schedule Start
• Schedule End
• Schedule Length
• Break 1 Start
• Break 1 End
• Break 1 Length
• Lunch Start
• Lunch End
• Lunch Length
• Break 2 Start
• Break 2 End
• Break 2 Length

The currently selected day and date appears above the group schedules table. Click the Left arrow next to the day and date to view schedule data for the previous day. Click the Right arrow next to the day and date to view schedule data for the next day. If the newly selected date falls in the previous or next month, the calendar changes to display that month.

Clicking any of the links in this column opens a window containing the details of the agent's schedule for the agent listed in that row.

• Click D to display the schedule details in daily format (see Viewing Schedule Details in Daily or Weekly View).

• Click W to display the schedule details in weekly format (see Viewing Schedule Details in Daily or Weekly View).

• Click M to display the schedule details in monthly format (see Viewing Schedule Details in Monthly View).

See Viewing Schedule Details for Selected Agent - Common Behavior for information that is common to all views.

The D, W, and M links are not available for agents whose schedules are not tradable. All columns containing schedule data are blank for these agents.

These columns display the ID number and name of the agents.

You cannot hide the ID column on the Group Schedules Preferences page. The NAME column only appears if you selected the Agent Name data item on the Group Schedules Preferences page. For more information, see Defining Group Schedules Preferences.

A red asterisk (*) appears after the agent's name for agents whose schedules are not tradable. All columns containing schedule data are blank for these agents.

If an agent has a schedule for the selected date, this column displays the start time of the agent's schedule for that date. If an agent is in the list but does not have a schedule for the selected date, the SCHEDULE START column displays --:--.

This column displays the start time of the earliest activity on the agent's schedule. If the agent works a split shift, the column displays the earliest start time of the first shift.

This column only appears if you selected the Schedule Start data item on the Group Schedules Preferences page. For more information, see Defining Group Schedules Preferences.

If an agent has a schedule for the selected date, this column displays the end time of the agent's schedule for the selected date. If an agent is in the list but does not have a schedule for the selected date, the SCHEDULE END column displays --:--.

This column displays the end time of the latest activity on the agent's schedule. If the agent works a split shift, the column displays the latest end time of the last shift.

This column only appears if you selected the Schedule End data item on the Group Schedules Preferences page. For more information, see Defining Group Schedules Preferences.

If an agent has a schedule for the selected date, this column displays the length of the agent's schedule for the selected date. If an agent is in the list but does not have a schedule for the selected date, the SCHEDULE LENGTH column displays --:--.

The method for calculating schedule length depends on how a supervisor configured the scheduled activities to count toward weekly hours.

This column only appears if you selected the Schedule Length data item on the Group Schedules Preferences page. For more information, see Defining Group Schedules Preferences.

If an agent works a cross-midnight schedule, the Group Schedules page displays all schedule data on the day the schedule begins. For example, if an agent's schedule begins at 10:00 PM on Monday and ends at 6:00 AM on Tuesday, then when you select Monday on the calendar, the agent's schedule displays as starting at 10:00 PM and ending at 6:00 AM. When you select Tuesday on the calendar, no data for this schedule appears.

If an agent works a split shift schedule, the Group Schedules page displays the start time of the first shift and the end time of the last shift as the start and end times for the agent's schedule. For example, if an agent's schedule has a split shift from 8:00 AM to 12:00 PM and from 3:00 PM to 7:00 PM, the start and end times for the agent's schedule would be 8:00 AM to 7:00 PM.

The BREAK 1 START column displays the start time of the agent's first break for the currently selected date. If no breaks exist on the agent's schedule, or an agent is in the list but does not have a schedule for the selected date, this column displays --:--.

This column only appears if you selected the Break 1 Start data item on the Group Schedules Preferences page. For more information, see Defining Group Schedules Preferences.

The BREAK 1 END column displays the end time of the agent's first break for the currently selected date. If no breaks exist on the agent's schedule, or an agent is in the list but does not have a schedule for the selected date, this column displays --:--.

This column only appears if you selected the Break 1 End data item on the Group Schedules Preferences page. For more information, see Defining Group Schedules Preferences.

The BREAK 1 LENGTH column displays the length of the agent's first break for the currently selected date. If no breaks exist on the agent's schedule, or an agent is in the list but does not have a schedule for the selected date, this column displays --:--.

This column only appears if you selected the Break 1 Length data item on the Group Schedules Preferences page. For more information, see Defining Group Schedules Preferences.

The LUNCH START column displays the start time of the agent's first lunch activity code for the currently selected date. If no lunch activity codes exist on the agent's schedule, or an agent is in the list but does not have a schedule for the selected date, this column displays--:--.

This column only appears if you selected the Lunch Start data item on the Group Schedules Preferences page. For more information, see Defining Group Schedules Preferences.

The LUNCH END column displays the end time of the agent's first lunch activity code for the currently selected date. If no lunch activity codes exist on the agent's schedule, or an agent is in the list but does not have a schedule for the selected date, this column displays --:--.

This column only appears if you selected the Lunch End data item on the Group Schedules Preferences page. For more information, see Defining Group Schedules Preferences.

The LUNCH LENGTH column displays the length of the agent's first lunch activity code for the currently selected date. If no lunch activity codes exist on the agent's schedule, or an agent is in the list but does not have a schedule for the selected date, this column displays --:--.

This column only appears if you selected the Lunch Length data item on the Group Schedules Preferences page. For more information, see Defining Group Schedules Preferences.

The BREAK 2 START column displays the start time of the agent's second break for the currently selected date. If the agent's schedule does not contain two or more breaks, or an agent is in the list but does not have a schedule for the selected date, this column displays --:--.

This column only appears if you selected the Break 2 Start data item on the Group Schedules Preferences page. For more information, see Defining Group Schedules Preferences.

The BREAK 2 END column shows the end time of the agent's second break for the currently selected date. If the agent's schedule does not contain two or more breaks, or an agent is in the list but does not have a schedule for the selected date, this column displays --:--.

This column only appears if you selected the Break 2 End data item on the Group Schedules Preferences page. For more information, see Defining Group Schedules Preferences.

The BREAK 2 LENGTH column shows the length of the agent's second break for the currently selected date. If the agent's schedule does not contain two or more breaks, or an agent is in the list but does not have a schedule for the selected date, this column displays --:--.

This column only appears if you selected the Break 2 Length data item on the Group Schedules Preferences page. For more information, see Defining Group Schedules Preferences.

You can view agents' schedules for different dates using the monthly calendar displayed on the Group Schedules page. The date selected on the calendar corresponds to the agent schedule data currently displayed on the Group Schedules page. The selected date on the calendar appears above the displayed schedules.

• The days of the week begin with the MU’s start day of week.

• Click on a day on the calendar to view agents' schedules for that date.

• The Today is field, located just above the calendar, displays the current day and date. Click Today is to view agent schedule data for the current date.

• Click the Left arrow or Right arrow next to the month and year above the calendar to view the calendar one month at a time for each year.

  When you click the Left arrow or Right arrow, the calendar highlights the same day in the previous or next month (if possible). If the day of the month previously selected does not exist in the newly displayed month, the calendar highlights the last day of the newly displayed month instead. For example, if the calendar has August 31 highlighted, when you click the Right arrow, the calendar highlights September 30, since September does not have 31 days. The Group Schedules page displays the schedule data for the selected day in the newly displayed month.

• The calendar highlights the date for which you are viewing schedule data on the Group Schedules page.

• The calendar displays dates that are part of the previous or the following month as disabled color text.

• If you click on a date that does not fall in the currently displayed month, the Group Schedules page displays the schedule data for that date and the calendar changes to the month of the selected day.

To view schedule details for an agent, click the D (daily), W (weekly), or M (monthly) link on any row on the Group Schedules page. A Schedule Details window opens to display the selected agent's schedule for the currently selected date using the Daily, Weekly, or Monthly view (depending on the selected link). If you open a Schedule Details window when there is already one open for a different agent, another window opens. This allows you to view schedule details for multiple agents at once. If, however, a window is already open for the same agent, the system updates the existing window instead of opening a new window.

Behavior common to the Daily, Weekly, and Monthly views:

• The DAILY, WEEKLY, and MONTHLY links are available at the top of each schedule detail view. By clicking on the desired link, you can look at a Daily, Weekly, or Monthly view of the agent's schedule from any other schedule detail view.

• For every view, the agent name and ID appear above the schedule details.

• If the agent has no schedule for a date, but the date falls within the MU's schedule range and within the MU's ScheduleViewer release dates, the SCHEDULE column, in the Daily and Weekly views, displays the text OFF in place of the schedule detail for that date.

• If the date falls outside the MU's schedule range or outside the MU's ScheduleViewer release dates, the SCHEDULE column, in the Daily and Weekly views, displays the text No data available in place of the schedule detail for that date.

• If an agent's schedule includes using a limited position skill, the name of the skill to use appears below the agent's schedule data. The highlighted skill name is in parentheses with a limited positions icon () next to the skill name. In the Monthly view, the icon is next to the date.

• Schedule times on the Schedule Details window are in the MU's time zone. The window displays the time zone below the schedule detail.

• The bottom of each view displays the date and time you retrieved the currently displayed data. This is the server time, in the MU's time zone. For example, Data retrieved: 3/10/10 11:50 AM. This date and time update any time you refresh the window (for example, if you click DAILY, WEEKLY, or MONTHLY, or press the F5 key).

• If you cannot see the entire schedule, use the scroll bars to scroll through the schedule.

Note

If a schedule on the Schedule Details window changes, the Schedule Details window does not update with the new information. Only the main My Schedule page receives periodic updates.

When you click the D (daily) link on any row on the Group Schedules page, the Schedule Details window shows the selected agent's schedule detail for the currently selected date.

When you click the W (weekly) link on any row on the Group Schedules page, the Schedule Details window shows the selected agent's schedule detail for the week that contains the currently selected date. The MU's first day of week determines the week boundaries. Data begins with the MU's first day of the week.

Figure 36 Group Schedules - Schedule Details in Daily View

Figure 37 Group Schedules - Schedule Details in Weekly View (page 1 of 2)

• How to View an Agent's Schedule in Daily or Weekly Views
• Information Displayed in Daily or Weekly Views
• Window Controls in Daily or Weekly View

To view an agent's schedule details in a Daily view:

• Click the D (daily) link in the DETAILS column of the Group Schedules page.

• From the Weekly or Monthly view, click DAILY to display the agent's schedule for the first day of the week or month currently displayed in the Weekly or Monthly view.

• From the Monthly view, for any day on the calendar, click the date (or any text) link for that day, to see the agent's schedule details for that day.

To view an agent's schedule details in a Weekly view:

• Click the W (weekly) link in the DETAILS column of the Group Schedules page.

• From the Daily view, click WEEKLY to see the agent's schedule for the week that contains the date displayed in the Daily view. For example, if you were viewing the agent's schedule for May 16, 2013, then when you click WEEKLY, the agent's schedule for May 13, 2013 - May 19, 2013 displays in weekly format, assuming the MU's first day of week is Monday.

• From the Monthly view, click WEEKLY to see the agent's schedule for the week that contains the first day of the month displayed in the Monthly view. For example, if you were viewing data for May, 2013, then when you click WEEKLY, the week of April 29, 2013 - May 5, 2013 displays in weekly format, assuming the MU's first day of week is Monday.

• From the Monthly view, click the W at the beginning of any row on the calendar to view the agent's schedule for that week.

The Group Schedules - Schedule Details window displays theis information in the Daily and Weekly views.

• The Daily view displays schedule details for one day only. The Weekly view displays schedule details for one week.

• The Daily view highlights the DAILY link in the top corner. The Weekly view highlights the WEEKLY link.

• The day and date or the date range of the schedule details you are viewing appears above the data. The Weekly view date range begins on the MU’s start day of week.

• The Daily and Weekly views of the Schedule Details window display these columns:

  • DAY

    This column displays the 3-character abbreviation for the day followed by the date, for each day in the view.

  • SCHEDULE

    This column displays the start and end time of the agent's schedule for each day in the view. If the selected agent does not have a schedule for the day, the SCHEDULE column displays OFF.

  • Activity note

    If an activity note exists for an activity on the date’s schedule, this column displays the note icon () next to the activity. Click the note icon to bring up the Activity Note window. The Activity Note window displays the activity code icon and description, start and end time of the activity, schedule date, Activity note, name of the person who last edited the note (Edited by), and the last edited date and time (Last modified). The date and time are in the MU’s time zone. Click OK to close the Activity Note window.

  • ACTIVITY

    If a schedule exists, this column displays the icon and description of each activity on the agent's schedule. If the selected agent's schedule is split with unscheduled time, the ACTIVITY field displays the unscheduled activity code description. If the selected agent does not have a schedule for the selected date, the ACTIVITY column is blank for that day.

  • START

    If a schedule exists for the selected agent, this column displays the start times of the day for each activity on the schedule. If the selected agent does not have a schedule for the date, the START column is blank.

  • END

    If a schedule exists for the selected agent, this column displays the end times of the day for each activity on the schedule. If the selected agent does not have a schedule for the date, the END column is blank.

  • If the agent’s schedule changed since the last time the agent viewed and acknowledged schedule changes, a schedule change icon ( ) appears in the last column, next to each changed activity.

• If there is a schedule note associated with a date's schedule, the note appears below the schedule details for the schedule day. The note icon ( ) appears next to the schedule note. The name of the person who last edited the note and the last edited date and time appear in parentheses after the note. The date and time are in the MU’s time zone.

• If you cannot view all days of a week at one time in the Weekly view, use the scroll bars to scroll through the week's schedule details.

Note

If a supervisor configured your MU or the selected agent’s MU to display only those activities you can trade with the schedule, some activities on the selected agent’s schedule may not appear in the Daily or Weekly view.

• If you are viewing agent schedule detail in the Weekly view, click DAILY to see the agent's schedule for the first day of the displayed week.

• If you are viewing agent schedule detail in the Daily view, click WEEKLY to see the agent's schedule for the week that contains the day you are viewing.

• Click MONTHLY, from the Daily view, to see the agent's schedule for the month that contains the day you are viewing. For more information on the Monthly view, see Viewing Schedule Details in Monthly View.

• Click MONTHLY, from the Weekly view, to see the agent's schedule for the month that contains the first day of that week. For more information on the Monthly view, see Viewing Schedule Details in Monthly View.

• Click the Left arrow, in the date or date range field above the agent's schedule, to view the schedule data for the previous day or week, or click the Right arrow to view the schedule data for the next day or week.

When you click the M (monthly) link on any row on the Group Schedules page, the Schedule Details window shows the selected agent's schedule detail for the month that contains the currently selected date.

Figure 39 Group Schedules - Schedule Details in Monthly View

Refer to these topics:

• How to View an Agent's Schedule in Monthly View
• Information Displayed in Monthly View
• Window Controls in Monthly View

To view an agent's schedule details in a Monthly view:

• Click the M (monthly) link in the DETAILS column of the Group Schedules page.

• From the Daily view, click MONTHLY to see the agent's schedule for the month that contains the date displayed in the Daily view.

• From the Weekly view, click MONTHLY to see the agent's schedule for the month that contains the first day of the week displayed in the Weekly view.

The Group Schedules - Schedule Details window displays this information in the Monthly view.

• The Monthly view displays schedule details for one month.

• The Monthly view highlights MONTHLY in the top corner.

• The month and year of the agent's schedule details you are viewing appears at the top of the monthly calendar. The calendar uses disabled color text for days not in the month.

• Each calendar week has a W link on it for accessing weekly schedule information.

• The Schedule Details window Monthly view displays this schedule information for each day of the month that a schedule exists:

  • The start and end times of the agent's schedule for each day of the selected month for which the agent has a schedule. If the agent does not have a schedule for a day, the day is blank.

  • On days that an all-day activity exists on the schedule, the calendar displays the activity description below the end time.

  • If the schedule for a day is split with unscheduled time, the calendar displays the earliest start time and latest end time for the schedule.

• If unacknowledged schedule changes exist, these days appear in bold text on the calendar, with a schedule change icon ( ) next to the date.

• Click DAILY from this view, to see the agent's schedule for the first day of the displayed month. For more information on the Daily view, see Viewing Schedule Details in Daily or Weekly View.

• Click WEEKLY from this view, to see the agent's schedule for the week that contains the first day of the displayed month. For more information on the Weekly view, see Viewing Schedule Details in Daily or Weekly View.

• For any day on the calendar, click the date (or any text) link for that day, to see the agent's schedule details for that day. For more information on the Daily view, see Viewing Schedule Details in Daily or Weekly View.

• Click the W at the beginning of any row on the calendar to view the agent's schedule for that week. For more information on the Weekly view, see Viewing Schedule Details in Daily or Weekly View.

• Click the Left arrow, next to the month and year above the agent's schedule, to view the schedule data for the previous month, or click the Right arrow to view the schedule data for the next month.

To print or print preview the portion of the agent schedule data you see on the Group Schedules page, select File > Print or File > Print Preview.

• Selecting Print Preview displays the schedule data in the print preview window.

• Selecting Print displays the standard Windows Print dialog. In the Print dialog, select the print properties and print the agent schedule data.