WebStation:

WebStation > Schedules > My Schedule

The My Schedule page displays schedules for an agent. You can view schedules in daily, weekly, or monthly formats. The system automatically updates the My Schedule page as schedules change. A supervisor must release schedules before you can view them.

If you use the Schedule Change Policies feature, you may also be able to submit changes to your schedules. 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:

• Need to Know More?

To display daily, weekly, and monthly schedules or view schedule change alerts and event reminders:

1. Log in to NICE WebStation.

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

3. Click DAILY, WEEKLY or MONTHLY or select a day, week or month from the calendar.

4. Click the alerts arrow button on the page to display or hide the Alerts and Information sections. The Alerts section displays schedule change alerts. The Information section displays event reminders.

On the My Schedule page:

• A supervisor must release schedules before you can view them.

• A change indicator (the delta symbol) displays if a scheduled event changed since the last time you acknowledged schedule changes. To remove the change indicators, select Acknowledge Alerts in the Alerts section. When the system updates schedules, new change indicators appear.

• Bold numbers on the calendar indicate an unacknowledged schedule change.

• Times display in the MU’s time zone.

• The My Schedule page receives real-time schedule updates.

• You can initiate a schedule trade. For more information, see Initiating a Schedule Trade.

1. Log in to NICE WebStation.

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

3. Click DAILY or WEEKLY or select a day or week from the calendar.

4. Click the Edit this activity icon next to the activity you want to change, or click Add An Activity to add an activity to the schedule.

5. If you are editing an activity, select the Start and End times you are requesting for the activity. If you are adding an activity, select the Activity to add, and select the Start and End times of the new activity.

6. (Optional) Enter a Comment with the schedule change request.

7. 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 your schedule; otherwise it queues the change for supervisor approval.

8. To cancel a pending change request submitted by you, click the Cancel this change request icon.

If you use the Schedule Change Policies feature, to submit schedule change requests on the My Schedule page, you must have permissions to add or edit schedule change requests for the activity, according to the configuration settings a supervisor defined for your MU.

If you do not use the Schedule Change Policies feature, but can request schedule changes, click Request a schedule change on the My Schedule page or the My Schedule Changes page and follow the steps detailed in My Schedule Changes to change your schedule.

• Overview
• Periodic Data Updates
• Schedule Change Alert Window
• Acknowledging your Alerts
• Scheduled Activity Reminders
• View or Modify Schedules on the My Schedule Page
  • Viewing Schedules in Daily or Weekly View
  • Viewing Schedules in Monthly View
  • Requesting a Schedule Change without Schedule Change Policies
• Printing Your Schedules

Use the My Schedule page to view your schedules and schedule changes. If you use the Schedule Change Policies feature, you may also be able to add, update and delete scheduled activities. When you select WebStation > Schedules > My Schedule on the navigation bar, the My Schedule page displays your weekly schedule.

You can view your schedules in Daily, Weekly, and Monthly views. After you view your schedule changes, you acknowledge viewing the changes.

The system receives periodic data updates for schedule changes on the My Schedule page within 0 to 5 minutes of the changes. For more information, see Periodic Data Updates for NICE WebStation.

NICE WebStation alerts you if there are changes to your schedules, including changes to notes on the schedules, since the last time you acknowledged your schedule changes. The system alerts you of schedule changes when you first log in to NICE WebStation, or if there are updates to your schedules while you are in NICE WebStation. The Schedule Change Alert window can:

• Pop up when there is a change to your schedule. The Schedule Change Alert window can appear minimized on your PC (the minimized alert can also flash, if defined to do so).

• Alert you with a sound

Figure 3 Schedule Change Alert Window

Click View Changes to close the alert window and display your schedule on the My Schedule page for the week that contains the first date for which changes exist. See How to View your Schedules in Daily or Weekly View for details on viewing your schedules.

When you click Close, the Schedule Change Alert window closes. However, this does not clear the schedule change icons on the My Schedule page.

If you close the Schedule Change Alert window, it does not appear again unless there are more changes to your schedule. However, if you exit NICE WebStation without acknowledging changes to your schedule, this window displays again the next time you log in to NICE WebStation.

You can also view your alerts in the Alerts section next to the navigation bar (see Viewing Alerts and Information).

After reviewing your schedule changes and any changes in the status of your schedule change requests, schedule trade requests, or availability, you need to acknowledge viewing this information to clear the alerts. To do this, click Acknowledge Alerts in the Alerts section next to the navigation bar. For more information on the Alerts section, see Viewing Alerts and Information.

When you click Acknowledge Alerts, this message appears: This will clear the change marks for schedules on all days. If you have not yet seen all of the changes, click Cancel. Otherwise, click OK.

Click OK to close the message box, clear all schedule change icons () from your schedules, and clear all alerts in the Alerts section. Click Cancel to close the message box without clearing the schedule change icons from your schedules and the alerts in the Alerts section.

When you log in to NICE WebStation, and display the My Schedule page, your supervisor can alert you when certain activities begin on your current day's schedule. For example, if your supervisor selected to remind agents for the Meeting scheduled activity, a Scheduled Activity Reminder window appears before the Meeting scheduled activity begins or when it begins. The server clock determines when to alert agents of a new schedule item.

The Scheduled Activity Reminder window can:

• Pop up to remind you of a scheduled activity. The window can appear minimized (the minimized reminder can also flash, if defined to do so).

• Remind you with a sound

For example, you can receive a reminder that shows your scheduled activity is Meeting and it starts at 10:00 AM and ends at 10:30 AM.

The Scheduled Activity Reminder window displays the icon and description of the activity, start and end time of the activity, and the activity note (Note). The activity note appears if a supervisor entered an activity note for the activity, and you have permission to view the note.

Figure 4 Scheduled Activity Reminder Window

When the Scheduled Activity Reminder window appears, you can select a certain number of minutes for the window to reappear to remind you again about the activity. Select the Remind me again in option, then select the number of minutes for the reminder to display again. Possible reminder times (in minutes) are: 5, 10, 15, 30, 45, 60.

If you select a time that is after the start time of your scheduled activity, then when the Scheduled Activity Reminder window displays again, the text (overdue) appears in red under the time range for the scheduled activity. This means the scheduled activity is overdue, and should have started at the indicated start time.

Click OK to clear the Scheduled Activity Reminder window. If you leave the Scheduled Activity Reminder window open, and you receive another scheduled activity, a second Scheduled Activity Reminder window opens.

On the My Schedule page, you can view your schedules for different days, weeks, or months using the calendar. You can also add, update, or delete scheduled activities, based on the settings for your MU. The highlighted dates on the calendar correspond to the schedule data currently displayed on the page.

The My Schedule page displays the schedules within the date range of schedules you can view for your current MU, as specified by a supervisor.

There are many ways to navigate through your schedules. You can view your schedules using the daily, weekly, or monthly calendar views. To navigate through the three views, simply click DAILY, WEEKLY, or MONTHLY at the top of the page.

Refer to these topics:

• Viewing Schedules in Daily or Weekly View
• Viewing Schedules in Monthly View
• Requesting a Schedule Change without Schedule Change Policies

On the My Schedule page, click DAILY to view your schedules one day at a time. The highlighted date on the calendar corresponds to the schedule currently displayed on the page. Click WEEKLY to view your schedules one week at a time. The highlighted week on the calendar corresponds to the schedules currently displayed on the page.

Figure 5 Daily View of Agent Schedule

• How to View your Schedules in Daily or Weekly View
• Information Displayed in Daily and Weekly Views
• Calendar Controls in Daily and Weekly Views
• Change Request Information Window
• Requesting a Schedule Change
• Adding an Activity
• Work Rule Validations

Do any of the following to view your schedule in a Daily view:

• Click DAILY at the top of the My Schedule page.

• Click on a day on the calendar for any of the views (Daily, Weekly, or Monthly) on the My Schedule page.

• Click Today is for any of the views (Daily, Weekly, or Monthly) to view your schedule for the current date.

• Click on a schedule change alert message in the Alerts section next to the navigation bar.

• Click on the start or end date of the Schedules Released date range in the Information section next to the navigation bar.

• Click the Left arrow or Right arrow next to the day and date, above the agent's schedule, to view your schedule data for the previous date or next date.

Do any of the following to view your schedule in a Weekly view:

• Click WEEKLY at the top of the My Schedule page.

• Click the W on the calendar for any of the views (Daily, Weekly, or Monthly) on the My Schedule page.

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

The configuration settings a supervisor defined for the MU you belong to on each schedule date determines the options available on the My Schedule page for that date. The My Schedule page displays this information in the Daily and Weekly views:

• Your schedule information for the selected day or week.

• The day and date or the date range of the schedules you are viewing appears above your schedule. The calendar shows these dates highlighted.

• This schedule information displays for the selected day or for each day in the selected week (beginning with the MU’s first day of the week):

  • Trade schedule icon

    If the WebStation > Schedules > My Trades menu item is available and a supervisor configured your MU to trade schedules, this column displays the Trade schedule icon (). To trade a schedule, click the Trade schedule icon. NICE WebStation displays the Trade your schedule page, with the date field defaulting to the date of the schedule you selected to trade. Follow the steps detailed in Initiating Schedule Trades to complete a schedule trade.

    In the Weekly view, you can also click Trade All, at the top of the weekly schedules, to open the Trade your schedule page. In this case, the page displays 7 date fields that default to the dates of the week in your Weekly view.

  • DAY

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

  • SCHEDULE

    This column displays the start and end time of your schedule for each day in the selected view.

    If you do not have a schedule for a day and the day is within the date range of schedules you can view, as specified by a supervisor, the SCHEDULE column displays OFF.

    If a day is outside the date range of schedules you can currently view, as specified by a supervisor, the SCHEDULE column displays No data available.

  • Activity Note

    If a supervisor entered an activity note for an activity on the date's schedule, and you have permission to view the note, this column displays the note icon () next to the activity. This column also displays the note icon in the PENDING CHANGES section when a supervisor adds or edits an activity note, that you have permission to view, for a schedule change request activity on the date’s schedule. Click the note icon to open the Activity Note window.

    For activities on your schedule, 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.

    For pending schedule change request activities, the Activity Note window displays the activity code icon and description, start and end time of the activity, schedule date, and Activity note. The Edited by and Last modified fields do not appear, since the request is in the pending status.

  • ACTIVITY

    If a schedule exists, this column displays the icon and description of each activity in your schedule. If your schedule for a day is split with unscheduled time, the ACTIVITY column displays the unscheduled activity code description.

    If a schedule day has at least one schedule change request with a status of pending approval or approved, the PENDING CHANGES section appears under the schedule for that day. The ACTIVITY column for this section displays the icon and description of each pending schedule change request activity. If the pending change request is a delete request, the activity displays with strike-through text. To view the change request details, click on a pending request. See Change Request Information Window.

  • If you use the Schedule Change Policies feature and the configuration settings a supervisor defined for your MU allow you to add activities to your schedule, the Add An Activity button appears for each schedule. This button appears below the schedule details and the pending changes, if any exist. To add an activity to your schedule, click Add An Activity. Follow the steps detailed in Adding an Activity to add an activity to your schedule.

    Note

    If you want to apply the same schedule changes to multiple schedules, you can do this through the Request a schedule change page. For more information, see My Schedule Changes.

    If you do not use the Schedule Change Policies feature, but can request schedule changes, click Request a schedule change on the My Schedule page or the My Schedule Changes page and follow the steps detailed in My Schedule Changes to change your schedule.

  • START

    If a schedule exists, this column displays the start time of the day for each activity on your schedule. For pending add or edit schedule change activities, the START column displays the requested start time. For pending delete activities, this column displays the currently scheduled start time with strike-through text.

  • END

    If a schedule exists, this column displays the end time of the day for each activity on your schedule. For pending add or edit schedule change activities, the END column displays the requested end time. For pending delete activities, this column displays the currently scheduled end time with strike-through text.

• Edit this activity icon

  If you use the Schedule Change Policies feature and a supervisor configured your MU to edit schedules for the activity, the Edit this activity icon () appears next to the activity. The icon is not available (grayed out) for activities that use time board slots.

  To edit a schedule, click anywhere on a row with the Edit this activity icon. NICE WebStation displays the Request a Schedule Change dialog, with the selected activity's information. Follow the steps detailed in Requesting a Schedule Change to edit the schedule.

• Cancel this change request icon

  The Cancel this change request icon () is available for all pending schedule change requests, submitted by you, with a status of pending approval. You cannot cancel change requests submitted by a supervisor or change requests with a status of approved.

  To cancel a pending schedule change request, click the Cancel this change request icon. This message appears: This will cancel the schedule change request. Click OK to continue.

  Click OK to cancel the schedule change request. The request status changes to canceled and the line disappears from the schedule's PENDING CHANGES section. Click Cancel to return to the My Schedule page without canceling the schedule change request.

• If your schedule changed since the last time you viewed and acknowledged your schedules, a schedule change icon ( ) appears in the last column, next to each changed scheduled activity.

• If your schedule includes using a limited position skill, the name of the skill to use appears below all other activity code data. The highlighted skill name is in parentheses with a flag icon () next to the skill name.

  Note

  You cannot trade schedules for which you have limited position skills.

• If a supervisor entered a schedule note for a date, the note appears below the schedule data and pending requests, if any exist, 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.

• Use the scroll bars to scroll through the week's schedules in the Weekly view.

• The Today is link, located just above the calendar, displays the current day and date. If you click Today is, your schedule for the current date displays in the Daily view.

• The My Schedule page Daily and Weekly views display a one-month calendar next to the schedules. The days of the week begin with the MU's start day of week.

• Click on a day on the calendar to view your schedule for that date, in the Daily view.

• Click the W at the beginning of each row on the calendar to view your schedules for the selected week, in the Weekly view.

• 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 are in the Daily view and 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 Daily view displays the schedule data for the selected day in the newly displayed month.

• The calendar highlights the dates for which you are viewing schedule data.

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

• If unacknowledged schedule changes exist, these dates appear in bold text on the calendar.

• If you click on a date that does not fall in the currently displayed month, the Daily view displays the schedule 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 Weekly view displays the schedule for the week and the calendar changes to the month with the first day of the selected week.

You can view the details of schedule change requests with a status of pending approval or approved. You can view schedule change request details in the Daily or Weekly view of the My Schedule page.

To view the details of a change request, click on a change request in the PENDING CHANGES section, in the Daily or Weekly view of the My Schedule page.

Figure 8 Change Request Information Window - Edit Request

The Change Request Information window displays details based on the change request type:

• 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 in the highlight color. Possible values are Approved and Pending approval.

• 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. If the request did not require a supervisor's approval, this field displays Auto-approved.

• 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.

Click Close to close the Change Request Information window. Clicking the close button () in the top corner of the window also closes the Change Request Information window.

If you can edit schedule change requests, according to the configuration settings a supervisor defined for your MU, activity codes that you can extend, shorten, move or delete have an Edit this activity icon () next to them on the My Schedule page. You can only edit or delete existing activities in the Daily or Weekly view of the My Schedule page.

The Edit this activity icon:

• only appears next to an activity if you can extend, shorten, move, or delete the activity.

• is not available (grayed out) for activities that use time board slots. You can sign up for slots on the Time Board page and cancel pending slot requests on the My Schedule page or the My Schedule Changes page.

• does not appear next to the base activity code. You cannot edit the base code directly. Adding, deleting or changing the other activities on the schedule affects the base code.

• does not appear for any activities when you do not have the Schedule Change Policies feature. In this case, you can only submit schedule change requests by clicking Request a schedule change on the My Schedule page or the My Schedule Changes page.

When you request changes to existing activities on your schedule, you select the new time period for the activity or delete the activity. To request a change to an activity on your schedule, click the Edit this activity icon next to the activity.

Figure 9 Request a Schedule Change Dialog

Refer to these topics:

• Activity Code
• Current Start - End
• Start and End Times
• Comment
• Delete Activity
• Close
• Submit

This view only field displays the selected activity code icon and description.

This view only field displays the selected activity code's current start and end times and the date of the activity.

Enter the start and end times you are requesting for the activity. These fields default to the activity's currently scheduled start and end times. You can enter the times in 12–hour format (HH:MM AM/PM) or 24–hour format (HH:MM), based on your language preference. The new start and end times you are requesting cannot be the same time and they cannot be the same as the activity’s currently scheduled start and end times. The Start and End fields are not available if your MU's configuration settings only allow delete requests for the activity (you cannot extend, shorten, or move the activity).

If a schedule change request exists for the same activity code that you selected by clicking the Edit this activity icon, the Request a Schedule Change dialog displays a message under the current start and end date range. The message indicates that a delete or change request is pending for the activity. If a change request exists for the activity, the Start and End fields are view only and display the requested start and end times. If a delete request exists for the activity, these fields are view only and display the currently scheduled start and end times. You cannot submit a schedule change request for an activity that already has a pending request.

The date range configuration determines the start and end times you can enter (see Appendix A: Schedule Change Requests Processing Details). The activity code priority rules can affect the exact times the system applies the activity to your schedules (see Activity Code Priority Value Settings).

If the requested end time is earlier than the start time, you receive a warning message that this will extend your schedule past midnight. At this point, you can continue with the request or cancel the request and make any necessary changes.

If the length of the requested start time to end time range is greater than the length of the current schedule, you receive a warning message that you are requesting an activity that is longer than your current schedule. At this point, you can continue with the request or cancel the request and make any necessary changes.

Add a comment in the Comment field. Comments can contain up to 256 characters. This field defaults to blank. Supervisors can view and modify the comment during the approval process. You can view your comment and any supervisor comments in the Change Request Information window on the My Schedule page (see Change Request Information Window) or the My Schedule Manager window on the My Schedule Changes page (see My Schedule Manager Window).

Note

To add a comment, you must make a change to the schedule. Adding only the comment is not a schedule change.

Click Delete Activity to delete the selected activity. This button appears if you can make delete requests for the selected activity code, according to your MU's schedule change configuration. This button is not available if a change request exists for the selected activity.

When you click Delete Activity, the system displays a confirmation message. Click OK to submit your request to delete the activity. Click Cancel to close the confirmation message and return to the Request a Schedule Change dialog without submitting your request.

Click Close to close the Request a Schedule Change dialog without submitting a request. Clicking the close button () in the top corner of the dialog also closes it without submitting a request.

Click Submit to submit your schedule change request. This button is not available if a change request exists for the selected activity, or if your MU's configuration settings only allow delete requests for the activity (you cannot extend, shorten, or move the activity). Pressing Enter on your keyboard also submits your request.

When you click Submit, the system validates the requested start and end dates. If all validations pass, the system processes your request based on the schedule change configuration a supervisor defined for your MU (see Appendix A: Schedule Change Requests Processing Details). After successful processing, the system saves your request and displays a message that your request has been submitted. The message also contains the status of the request and any notes resulting from processing the request. Click OK to clear the message. If the status of the new request is pending approval or approved, the request appears in the schedule's PENDING CHANGES section on the My Schedule page.

With the Schedule Work Rule Validations feature enabled, the system also validates your schedule change request against the work rules a supervisor configured your MU to validate (see Work Rule Validations).

If any validations fail, the system does not save your request. You receive an error message to help you correct the change request. The error message depends on how your schedule change request conflicts with the schedule change configuration a supervisor defined for your MU (see Appendix A: Schedule Change Requests Processing Details). Click OK to clear the error message and return to the Request a Schedule Change dialog where you can correct the error and resubmit the change request. Click Cancel on the Request a Schedule Change dialog to cancel the change request and exit the dialog.

If you can add schedule change requests for an activity, according to the configuration settings a supervisor defined for your MU, the Add An Activity button appears for each schedule in the Daily and Weekly views of the My Schedule page.

Note

The Add An Activity button does not appear with the Schedule Change Policies feature disabled. In this case, you can only submit schedule change requests by clicking Request a schedule change on the My Schedule page or the My Schedule Changes page.

When you add an activity to your schedule, you select the activity code to insert into your schedule and the time period the requested activity will fill in your new schedule. To add an activity to your schedule, click Add An Activity on the schedule date you want to change.

Figure 10 Add an activity Dialog

Refer to these topics:

• Schedule date
• Activity
• Start and End Times
• Comment
• Close
• Submit

This view only field displays the date of the schedule to add the activity.

Enter or select the activity code to add to the schedule. After you enter or select a valid activity code, the associated icon displays next to the activity code description field. When you position your cursor over the Activity field, a tooltip displays the full description of the activity code.

The activity code drop-down list contains all activity codes for which your MU (the MU assigned to you on the Schedule date) has permission to add, except those configured to use time board slots. There are also restrictions on the dates and times you can apply each of the available activity codes to your schedule. A supervisor defines these rules individually for each activity code. For more information, see Updating Schedules.

Enter the start and end times of the new activity. These fields default to the schedule's start and end times, or blank when there is no schedule on the selected date. You can enter the times in 12–hour format (HH:MM AM/PM) or 24–hour format (HH:MM), based on your language preference. The start and end times cannot be the same.

The date range configuration determines the start and end times you can enter (see Appendix A: Schedule Change Requests Processing Details). The activity code priority rules can affect the exact times the system applies the activity to your schedules (see Activity Code Priority Value Settings).

If the requested end time is earlier than the start time, you receive a warning message that this will extend your schedule past midnight. At this point, you can continue with the request or cancel the request and make any necessary changes.

If the length of the requested start time to end time range is greater than the length of the current schedule, you receive a warning message that you are requesting an activity that is longer than your current schedule. At this point, you can continue with the request or cancel the request and make any necessary changes.

Add a comment in the Comment field. Comments can contain up to 256 characters. This field defaults to blank. Supervisors can view and modify the comment during the approval process. You can view your comment and any supervisor comments in the Change Request Information window on the My Schedule page (see Change Request Information Window) or the My Schedule Manager window on the My Schedule Changes page (see My Schedule Manager Window).

Click Close to close the Add an activity dialog without submitting a request. Clicking the close button () in the top corner of the dialog also closes it without submitting a request.

Click Submit to submit your schedule change request. Pressing Enter on your keyboard also submits your request.

When you click Submit, the system validates the requested activity and start and end dates. If all validations pass, the system processes your request based on the schedule change configuration a supervisor defined for your MU (see Appendix A: Schedule Change Requests Processing Details). After successful processing, the system saves your request and displays a message that your request has been submitted. The message also contains the status of the request and any notes resulting from processing the request. Click OK to clear the message. If the status of the new request is pending approval or approved, the request appears in the schedule's PENDING CHANGES section on the My Schedule page.

With the Schedule Work Rule Validations feature enabled, the system also validates your schedule change request against the work rules a supervisor configured your MU to validate (see Work Rule Validations).

If any validations fail, the system does not save your request. You receive an error message to help you correct the change request. The error message depends on how your schedule change request conflicts with the schedule change configuration a supervisor defined for your MU (see Appendix A: Schedule Change Requests Processing Details). Click OK to clear the error message and return to the Add an activity dialog where you can correct the error and resubmit the change request. Click Cancel on the Add an activity dialog to cancel the change request and exit the dialog.

With the Schedule Work Rule Validations feature enabled, the system validates work rules when you add or edit schedule change requests on the My Schedule 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 add or edit a schedule change request, 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. In this case, the system displays a failed work rule validation error message with the work rule that failed the validation in parentheses. Click OK to clear the error message 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.

On the My Schedule page, click MONTHLY to view your schedules one month at a time.

Figure 11 Monthly View of Agent Schedules

Do any of the following to view your schedules in a Monthly view:

• Click MONTHLY at the top of the My Schedule page.

• If you are viewing data in the Daily or Weekly view, click on a month name on the calendar.

• Click the Left arrow or Right arrow next to the month and year, above the calendar, to view your schedule data for the previous month or the next month.

• Change the month in the Jump To field to view your schedule data for that month. In the Jump To field, you can select any month within the date range of schedules you can currently view, as specified by a supervisor.

The My Schedule page displays this information in the Monthly view:

• Your schedule information for the selected month displays on the page, with the default being the current month. If you access this calendar from the Daily or Weekly views, the month displayed in the Daily or Weekly view is the default month.

• The month and year of the schedules you are currently viewing appears at the top of the monthly calendar. The calendar uses disabled color text for the days not in the month.

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

• This schedule information displays for each day of the month that a schedule exists:

  • The start and end times of the schedules for each day of the selected month that you have a schedule. If you do not have a schedule for a day, the day is blank.

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

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

• If your schedule changed since the last time you viewed and acknowledged your schedules, a schedule change icon () appears on the calendar on the days with schedule changes.

• If your schedule includes using a limited position skill, the calendar displays the name of the skill to use below the end time, or below the all-day activity code description, if one exists. The highlighted skill name is in parentheses with a flag icon () next to the calendar date.

Note

Agents cannot trade schedules for which they have limited position skills, using the WebStation Schedule Trades feature.

• If a day on the calendar is outside the date range of schedules you can currently view, as specified by your supervisor, the day is blank.

• If you cannot view all days of the month at one time in the Monthly view, use the scroll bars to scroll through the month's schedules.

• The Today is link, located just above the calendar, displays the current day and date. If you click Today is, your schedule for the current date displays in the Daily view.

• Click on a date on the calendar to view your schedule for that date, in the Daily view.

• Click the W at the beginning of each row on the calendar to view your schedules for the selected week, in the Weekly view.

• If unacknowledged schedule changes exist, these dates appear in bold text on the calendar.

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

If you do not use the Schedule Change Policies feature, but can request schedule changes, you can use the Request a schedule change link on the My Schedule page or the My schedule changes page to change your schedule. To change a schedule, click Request a schedule change. The system displays the Request a schedule change page. Follow the steps detailed in My Schedule Changes to change your schedule.

To print or print preview the portion of your schedule data you see on the My Schedule 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 your schedule data.