Select the My Schedule Changes menu item on the navigation bar to display the My Schedule Changes page. On the My Schedule Changes page, click Request a schedule change.
Figure 12 Request a schedule change Page
WebStation:
The WebStation Schedule Changes feature allows agents to submit a change to a schedule. Supervisors can limit the requests to specific activity codes and time frames. Supervisors can require approval on some requests and approve other requests automatically. For schedule changes:
An agent can extend the scheduled start or end time by using a change request.
An agent can create a schedule on an unscheduled date by using a change request.
The specified time range for a change request is inclusive of the requested start minute and exclusive of the requested end minute.
The system honors activity code priorities when applying schedule changes.
When an existing activity code on the schedule has a higher priority than a request, the system does not add the request to the times where the two activity codes overlap.
A request only overwrites equal or lower priority activity codes.
A request always overwrites the Open and the Unscheduled activity codes.
If the Open activity code or the Unscheduled activity code is the change request activity code, it always overwrites any other activity code.
For detailed information, see:
To submit or view the status of a schedule change request:
Log in to NICE WebStation.
Select WebStation > Schedules > My Schedule Changes on the navigation bar.
Click Request a schedule change on the My Schedule Changes page.
Enter the DATE, START and END times of the request.
Select an activity code from the ACTIVITY list.
(Optional) Click Add Row to add more rows for request entries.
Click Submit. The system validates the request and sends it for processing. If the request does not require supervisor approval, the system applies the change to the agent’s schedule; otherwise it queues the change for supervisor approval.
Now you can request another schedule change or return to the My Schedule Changes page.
On the My Schedule Changes page, you can view Pending, Completed, Unsuccessful and Canceled change requests.
To hide a section, click HIDE.
If you want to show a hidden section:
Select the section from the drop-down list below the calendar.
Click Show.
To cancel a pending change request, click Cancel for a request in the Pending table.
To request another change, click Request a schedule change.
If you use the WebStation Schedule Changes feature, and your MU allows NICE WebStation schedule change requests, the WebStation > Schedules > My Schedule Changes menu item is available on the navigation bar. The My Schedule Changes page allows you to request changes to your schedules, specifically adding activity codes to your existing schedules for selected periods of time. Once you make a schedule change request, you can check the status of the requests or cancel pending requests on the My Schedule Changes page.
If you use the Schedule Change Policies feature, you may also be able to add, extend, shorten, move, and delete scheduled activities on the My Schedule page. See My Schedule.
If a schedule change requires approval, a supervisor needs to approve the schedule change request before the system validates and completes the changes. If a schedule change does not require supervisor approval, then as soon as you request the schedule change, the system validates and completes the change. Depending on how well the request adheres to supervisor-established configuration settings, the system can implement the change for the entire period requested, or a period of time less than the total time requested. Once a schedule change request is complete, the system notifies you of any changes made to your schedule.
For each MU, supervisors define the schedule change configuration that enables agents in the MUs to make schedule change requests using NICE WebStation. Supervisors define specific activity codes as available for agents to select while making schedule change requests. For each activity code, the supervisor decides the allowable date and time ranges (relative to the date and time of the request) for schedule change requests, and if the schedule change requests require supervisor approval or not. If your MU cannot make schedule change requests, the schedule change request features and pages are not available. For complete information on the WebStation schedule change request processing, see Appendix A: Schedule Change Requests Processing Details.
If you use the Schedule Work Rule Validations feature, supervisors can configure your MU to validate certain work rules. For more information, see Work Rule Validations.
The system receives periodic updates for schedule change requests on the My Schedule Changes page within 0 to 5 minutes of any new or updated schedule change requests. For more information, see Periodic Data Updates for NICE WebStation.
When requesting changes to your schedules, you select the date of the schedule you want to change, the activity you want to insert into your schedule, and the time period you want the requested activity to fill in your new schedule. To request a change to one or more of your schedules, refer to these steps:
Note
If you use the Schedule Change Policies feature and a supervisor configured your MU to delete, extend, shorten, or move an activity (see View or Modify Schedules on the My Schedule Page), you may also be able to edit (extend, shorten, move) or delete schedule change requests on the My Schedule Changes page. Any schedule change requests you enter on the Request a schedule change page are add change requests.
Select the My Schedule menu item on the navigation bar to view the details of the schedules you wish to change. You can do this in the Daily or Weekly view, but not the Monthly view. For information on how to view your schedules, see Viewing Schedules in Daily or Weekly View.
Select the My Schedule Changes menu item on the navigation bar to display the My Schedule Changes page. On the My Schedule Changes page, click Request a schedule change.
Figure 12 Request a schedule change Page
In the DATE column, enter the schedule date for which you want to request a change, or click the calendar icon (
) and select the schedule date from the calendar. The date you select in this step is the start date of the schedule you are changing, even if the time you enter is into the next day for a schedule that crosses midnight.
The system determines the dates you can select by the configuration for the activity code you select in Step 5 - Select Activity Code. Also, the date must be within the range of the ScheduleViewer release dates for your MU (defined by a supervisor).
You can submit multiple change requests for one schedule or change requests for multiple schedules (see Step 6 - Add Additional Change Requests or Delete Change Requests).
In the START and END fields, select the start time and end time for the activity code you are adding to your schedule. The times are in 12–hour format (HH:MM AM/PM) or 24–hour format (HH:MM), based on your language preference. The start and end times can be any time of day. If the end time is earlier than the start time, the schedule change crosses midnight.
The system determines the times you can select by the configuration for the activity code you select in Step 5 - Select Activity Code.
The activity code priority rules can affect the exact times the system applies the activity code to your schedule (see Activity Code Priority Value Settings).
In the ACTIVITY field, select the activity code to apply to the schedule from the activity code drop-down list. The activity code drop-down list contains all activity codes for which your MU (the MU assigned to you on the change request date) allows change requests, except those configured to use time board slots. The schedule change configuration of the activity codes can also restrict the dates and times you can apply each of the available activity codes to your schedule. A supervisor defines the configuration individually for each activity code. For more information, see Appendix A: Schedule Change Requests Processing Details.
To add another schedule change request, click Add Row. The system adds a schedule change request row to the bottom of the spreadsheet with the same date and activity as the previous row. You can edit the date, start and end times, and activity code for the change request.
To delete a schedule change request from the spreadsheet, click the delete icon (
) next to the change request you want to delete.
To cancel all change requests in the spreadsheet, click Cancel. The system cancels all change requests in the spreadsheet and displays the My Schedule Changes page.
To submit your change requests, click Submit. The system validates the change requests against the activity code schedule change configurations set by your supervisor for your MU (see Appendix A: Schedule Change Requests Processing Details).
Figure 13 Schedule Change Request Status Window
With the Schedule Work Rule Validations feature enabled, the system also validates your schedule change requests against the work rules a supervisor configured your MU to validate (see Work Rule Validations).
If all change requests are valid and the system successfully saved them, the Schedule Change Request Status window displays the schedule change requests and their status. Click Close to return to the Request a schedule change page and enter more schedule change requests. You can review all of your schedule change requests by selecting the My Schedule Changes menu item on the navigation bar (see View or Cancel Schedule Change Requests on the My Schedule Changes Page). Schedule change requests involving activity codes that require supervisor approval have a status of pending approval.
If one or more of your change requests are invalid (they do not pass the initial validation against the activity code schedule change configurations), the system does not save any of the change requests. The Schedule Change Request Status window displays each failed change request with an error message to help you correct the change requests. Click Close to return to the Request a schedule change page and make corrections.
If all change requests are valid and the system successfully saves some, but not all, of the requests, the Schedule Change Request Status window displays each failed request with an error message and each successful request with a status.
If a schedule change requires approval, a supervisor needs to approve the schedule change request before the system processes and completes the change request. If the schedule change does not require supervisor approval, the change request is complete as soon as you request it and the system processes it. Once a schedule change request is complete, the system notifies you of any changes made to your schedule (see Schedule Change Alert Window).
Depending on how well a schedule change request adheres to supervisor-established configuration settings, the schedule change you requested can pass or fail validation. If it passes the validation process, the system can implement the change for the entire requested period, or a period of time less than the total requested time. If the system implements only part of the requested schedule change, the My Schedule Manager Window displays a note with the change request. It is important to understand that schedule change requests can pass the initial validations and yet fail the final validations. In this case, the requests can show a status of approved, even though they fail to complete. When a request fails the validation process, its status changes to failed. For more information on the WebStation schedule change configuration and validation process, see Appendix A: Schedule Change Requests Processing Details.
With the Schedule Work Rule Validations feature enabled, the system validates work rules when you request a schedule change in the Request a schedule change page. The system performs validations to honor the work rules based on the schedule change configuration a supervisor defined for your MU. The work rules include:
Availability
Maximum average weekly hours
Maximum consecutive days to work
Maximum schedule length
Maximum weekly hours
Minimum days off
Minimum rest period per week
Minimum time between schedules
Minimum weekly hours
When you request a schedule change, and submit the request, the system validates any work rules configured for your MU to validate. If any work rule validation errors occur on your schedule because of the changes you made, the system does not save any changes (including changes you made to the schedule that do not violate the work rule validations). In this case, the system displays a failed work rule validation error in the Schedule Change Request Status window with the work rule that failed the validation in parentheses. Click Close to return to the Request a schedule change page and make corrections.
If your schedule violated a work rule before you made changes to it, the system does not prevent you from saving changes if you did not cause the rule violation. The system only displays the failed work rule validation error if you make schedule changes that violate the work rules.
You can review your schedule change requests by selecting the My Schedule Changes menu item on the navigation bar. The My Schedule Changes page allows you to view your schedule change requests and cancel your pending requests. Clicking on a schedule change request alert listed in the Alerts section next to the navigation bar causes the selected day's schedule change requests to display on the My Schedule Changes page (see Schedule Change Request Alerts).
Depending on the settings you selected on the My Schedule Changes Preferences page, the My Schedule Changes page displays up to four schedule change request status tables (see Defining My Schedule Changes Preferences).
Figure 14 My Schedule Changes Page
Refer to these topics:
You can view your schedule change requests for different dates using the monthly calendar displayed on the My Schedule Changes page. The date or dates selected on the calendar correspond to the schedule change request data displayed. The days of the week begin with your MU’s start day of week. The selected date or date range on the calendar appears at the top of the My Schedule Changes page.
Use the calendar control to view your schedule change requests:
Click on a day on the calendar to view your schedule change requests for that date.
Click the W at the beginning of any row on the calendar to view your schedule change requests for the selected week.
The Today is field, located just above the calendar, displays the current day and date. Click Today is to view your schedule change requests 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. The calendar highlights a date or date range in the previous or next month containing the same start date as the currently selected date or date range (if possible). If the start date of the previously selected date or date range does not exist in the newly displayed month, the calendar highlights the date or date range containing 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 My Schedule Changes page displays the schedule change request data for the selected date or date range in the newly displayed month.
Click the month name link above the calendar to display the schedule change request data for the month.
Click the Left arrow or Right arrow next to the date field at the top of the My Schedule Changes page to view your schedule change requests for the previous or next day, week, or month.
The calendar highlights the dates for which you are viewing schedule change request data.
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 My Schedule Changes page displays the schedule change requests for that date and the calendar changes to the month of the selected day.
If you click a W where the first day of the week does not fall in the currently displayed month, the My Schedule Changes page displays the schedule change requests for the week and the calendar changes to the month with the first day of the selected week.
A HIDE link is available above each schedule change request status table. Clicking HIDE removes the associated status table. You can show the hidden tables by selecting the table to show (or All requests) from the Show drop-down list below the calendar and clicking Show.
The Show drop-down list and Show button are not available if there are no status tables hidden. Selecting a status table from the drop-down list and clicking Show refreshes the page and re-displays the selected change request status table. If you select All requests and click Show, the page displays all schedule change request status tables.
The schedule change request status tables displayed also depend on the settings you selected on the My Schedule Changes Preferences page, accessed by selecting Personal Preferences > My Schedule Change Preferences (see Defining My Schedule Changes Preferences). When you hide or show schedule change request status tables on the My Schedule Changes page, the system updates your preferences page.
The My Schedule Changes page displays these schedule change request status tables, if there are no hidden tables (see Hide or Show (Change Request Status Table)):
Pending
The Pending table displays the schedule change requests with a status of approved (and awaiting completion) and pending approval.
Completed
The Completed table displays schedule change requests with a status of completed. If the system applies a schedule change request's activity code to your schedule for any part of the specified time range, the schedule change request's status changes to completed (see Updating Schedules).
Unsuccessful
The Unsuccessful table displays schedule change requests with a status of denied or failed. Depending on the schedule change configuration for your MU (defined by a supervisor), you may see some of the error messages explained in Status and Reason Codes for the denied or failed schedule change requests.
Canceled
The Canceled table displays schedule change requests with a status of canceled.
Refer to these topics:
Click Details for any schedule change request to open the My Schedule Manager window, containing details of the current schedule and the change request information. For more information on the My Schedule Manager window, see My Schedule Manager Window.
The ACTIVITY column displays the activity code icon and description of the schedule change requests.
The REQUESTED FOR column displays the day of the week, date, and time range of the schedule change request.
A schedule change (delta) icon (
) appears next to each schedule change request modified since you originally submitted the change request. This schedule change icon appears if there has been a modification by a supervisor to the activity code, date, start time, or end time since you first submitted the change request. Click the schedule change icon to open the My Schedule Manager window, which displays details for the schedule change request (see My Schedule Manager Window).
The Cancel link appears for each schedule change request in the Pending table. Click Cancel to cancel the associated schedule change request. If successful, the page refreshes with the change request moved from the Pending table to the Canceled table. If the system could not cancel the request, it displays a message and the schedule change request remains in the Pending table.
If you click Details on the My Schedule Changes page, or click a schedule change (delta) icon in the REQUESTED FOR column, the My Schedule Manager window displays details of your current schedule and the schedule change request information.
Figure 15 My Schedule Manager Window
The contents of this window are the same, regardless of the status of the request, except as described below.
This window also opens when you click a delta icon in the REQUESTED FOR column of the My Schedule Changes page. In this case, the ORIGINAL REQUEST INFORMATION section appears with details of your original schedule change request and the CHANGE REQUEST INFORMATION section has details of the current schedule change request, since a supervisor modified your original schedule change request (indicated by the delta icon).
Refer to these topics:
The YOUR CURRENT SCHEDULE section displays your schedule for the date of the request. The day of the week and the date of the schedule appear above the schedule details. The schedule details include the icon and description of each activity in your current schedule and the start and end times of the activity. If no schedule exists for the date, this section displays OFF.
The CHANGE REQUEST INFORMATION section displays details based on the change request type. This section contains:
Activity - The icon and description of the request's activity code.
Date - The day of the week and the date of the schedule change request.
Original time - The original start and end times for the scheduled activity. This field only appears for edit and delete change requests.
Requested time - The start and end times of the schedule change request. This field only appears for edit and add change requests. For requests to edit existing activities, the requested time is in bold text.
Request type - The change request type. Possible values are Add activity, Edit activity, or Delete activity. The Delete activity request type is in bold text.
Status - The current status of the schedule change request. The status text is bold and the highlight color. Possible values are Approved, Canceled, Completed, Completed*, Denied, Failed, and Pending approval. The change request has a status of Completed* if the system did not apply the schedule change request to the entire time range requested (see Activity Code Priority Value Settings).
Submitted by - The name of the agent or supervisor that submitted the schedule change request.
Submitted - The date and time the agent or supervisor submitted the schedule change request.
Approved by - The name of the supervisor that approved the schedule change request. This field only appears for schedule change requests with a status of approved or completed. If the request did not require a supervisor's approval, this field displays Auto-approved.
Denied by - The name of the supervisor that denied the schedule change request. This field only appears for schedule change requests with a status of denied. If the request did not require a supervisor’s approval, this field displays Auto-denied.
Reason - The reason for the status of the schedule change request. This field only appears if the change request has a reason associated with the status. The text for this field depends on the reason for the change request status. For more information, see Status and Reason Codes.
Last modified - The date and time you or a supervisor last modified the schedule change request. This time is in the MU’s time zone.
Comments - The comments stored with the schedule change request. The comments can come from schedule change request processing, you adding comments when requesting the schedule change, or a supervisor adding comments when the change request is pending approval. This field only appears if the change request has one or more comments associated with it.
Activity note - The activity note for the schedule change request activity. This field only appears if the activity has an activity note associated with it and you have permission to view the note.
Note
The edit and delete change requests refer to those entered by you or a supervisor through the My Schedule Changes page, when you use the Schedule Change Policies feature, and a supervisor configured your MU to delete, extend, shorten, or move an activity (see View or Modify Schedules on the My Schedule Page). Any schedule change requests you enter on the Request a schedule change page are add change requests.
The ORIGINAL REQUEST INFORMATION section appears if a supervisor modified the change request since you originally submitted the request (indicated by the delta icon in the REQUESTED FOR column of the My Schedule Changes page). This section displays details based on the original schedule change request you submitted. This section contains the same fields as the Change Request Information section, except for the Approved by, Denied by, and Reason fields (see Change Request Information).
Click Close to close the My Schedule Manager window. Clicking the close button (
) in the top corner of the window also closes the My Schedule Manager window.
To print or print preview the portion of your schedule change request data you see on the My Schedule Changes page, select File > Print or File > Print Preview.
Selecting Print Preview displays the change request data in the print preview window.
Selecting Print displays the standard Windows Print dialog. In the Print dialog, select the print properties and print your schedule change request data.