Avaya WFM Agents Guide

Avaya Aura Workforce Optimization
Agents Guide
Release 12.0
May 2013
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Contents
Welcome to Workforce Management . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5

Logging into Workforce Management . .
Navigating in Workforce Management . .
Expanding Pages . . . . . . . . . .
Expanding and Collapsing Lists . . . .
Selecting Items in a Drop-Down Menu
Expanding Truncated Text . . . . . .
Sorting Data . . . . . . . . . . . .
Printing a Page . . . . . . . . . . .
Setting Preferences . . . . . . . . . .
Logging Off the System . . . . . . . .
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.9
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18
The My Home Module . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19

My Schedule. . . . . . . . . . . .
Viewing Your Schedule Summary .
Viewing Your Personal Schedule .
Viewing Your Group Schedule . .
My Requests. . . . . . . . . . . .
My Requests . . . . . . . . . .
Viewing Request Notifications . .
My Time Off Calendar . . . . . .
My Time Off Report . . . . . . .
Swap Board. . . . . . . . . . .
My Bid Options . . . . . . . . .
Policies . . . . . . . . . . . . .
My Time. . . . . . . . . . . . . .
Schedule . . . . . . . . . . . .
Time Record . . . . . . . . . .
Log History . . . . . . . . . . .
My Adherence. . . . . . . . . .
My Volumes . . . . . . . . . . . .
Work . . . . . . . . . . . . . .
History . . . . . . . . . . . . .
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21
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Contents
My Profile . . . . . . . . . . . . . . . . . . .
Schedule Preferences . . . . . . . . . . . .
Personal Information: Changing Your Password
Additional Information: User Defined Fields . .
My Notifications . . . . . . . . . . . . . . . .
Viewing Notifications . . . . . . . . . . . .
Notification Details . . . . . . . . . . . . .
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Workforce Management Agents Guide

Confidential and Proprietary Information of Verint Systems Inc.
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78
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Chapter 1
Welcome to Workforce
Management
To meet the needs of a broad spectrum of enterprises, the Workforce Management
portion of the Workforce Optimization Solution is available in pre-packaged solutions
that deliver different levels of functionality.
The Operational Series Workforce Management Package is comprised of functionality
designed to optimize employee performance, reduce risk, and automate manual
processes such as forecasting and scheduling. It includes:
Forecasting and SchedulingClient software used for daily and weekly forecasting
and scheduling.
Web-Enabled Self-ServiceA standard, web-based interface module for employees,
supervisors, and administrators.
Advanced AdherenceReal-time employee adherence tracking, adherence
management capabilities for monitoring adherence to schedule for deferred media,
including aux codes and non-phone-based activities, as well as enabling
management of adherence exceptions.
Basic ScorecardsPre-defined role-appropriate scorecards with pre-packaged
Workforce Management and Quality Key Performance Indicators (KPIs), which
display actual performance information on a daily basis.
CoachingAllows contact centers to make employee coaching a part of daily
operations. It provides out-of-the-box workflow for scheduling, delivering, and
tracking employee coaching that is integrated with individual quality monitoring
evaluation scores and key performance indicators (KPIs).
Our Advanced Series Workforce Management Package builds on the Operational Series
functionality, and focuses on optimizing enterprise performance by raising first call
resolution rates, increasing enterprise revenue generation, and ensuring consistent
customer experiences.
Chapter 1 - Welcome to Workforce Management
In addition to those functions included in the Operational Series, the Advanced Series
includes:
Time Off Management (TOM)A web-based module allowing employees to request

and supervisors to manage employees time-off and vacation requests.
This module is also an option for the Operational Series.
Advanced ScorecardsA superset of the scorecards found in Basic Scorecards, as

well as the ability to display trend information compared to goals.
An even deeper level of functionality for Scorecards is provided with KPI Design, which
provides users with the ability to define additional data sources types, source measures,
KPIs, and to connect custom adapters from these additional data sources.
Strategic PlannerAllows you to plan long term for multi-skilled contact center and
enterprise back-office environments, assess the operational and financial benefits
and impacts of different scenarios before making decisions, increase forecasting
accuracy with sophisticated analysis of historical data, plan your resources to
reflect projected customer demand and corporate objectives, develop optimal
staffing plans that minimize costs while meeting service goals, and provide
executives with the information they need to review and rapidly approve budgets
and plans.
Our Strategic Series Workforce Management Package builds on the Advanced Series
functionality.
In addition to those functions included in the Advanced Series, the Strategic Series
includes:
Learning Lesson ManagementEnables employees and supervisors to access

on-demand learning, to enhance their skills, and to increase their productivity and
performance.
Content Produceran application comprised of editing, authoring, and conversion
tools to develop interactive clips for internal training and assessment.
Optional functions for the above packages include among other functions:
Multi-ContactEnables forecasting and scheduling for additional media other than

phone, such as chat, e-mail, etc.
Shift BiddingA web-based module facilitating automated shift bidding.
Multi WeekEnables you to schedule over a multi-week period rather than one
week at a time.
OperationsAllows volume control and workload management, particularly with the
financial services arena.
ProjectsNominally part of the Multi-Contact functions, this separately licensed
feature expands the solutions functionality to meet the needs of
non-customer-facing activities in the financial services and banking arenas.
Queue HoppingAllows you to schedule employees to work on different queues at
different times.

Our Performance Management Series Workforce Management Package is similar to the

Advanced Series Workforce Management Package. It includes:
Strategic Planner
Volume Capture (part of the Operations functions mentioned above)
Pulse
Alerts
Standard reports
Ad-hoc reports
Advanced Adherence
KPI Design (includes all the functionality of Basic Scorecards and Advanced
Scorecards)
The Workforce Management Express package is designed specifically for centers with up
to 150 seats, it combines many of the workforce management capabilities used by large
contact centers into a prepackaged, affordable solution thats easy to use and fast to
deploy.
Impact 360 Express Workforce Management can help reduce overstaffing and overtime,
provide employees with the schedules they actually prefer, identify time-off
opportunities, and reduce shrinkage. Whats more, it can automate routine
administrative tasks, freeing your supervisors to coach their staff.
With Impact 360 Express Workforce Management, your smaller contact center can
simplify and automate the complex task of forecasting and scheduling, enhance
employee morale, and increase productivity. Its a smart solution that can deliver a
return on investment quickly.
Forecasting and Scheduling Impact 360 Express Workforce Management

integrates with your ACD and uploads historical data directly from its database. You
can use this data to forecast future contact volume and handle times for daily or
weekly projections. You also can set up profiles to model contact volume behavior
for recurring events and circumstances.
Impact 360 Express Workforce Management helps you produce optimal schedules
down to the quarter hour by balancing defined shift rules, work patterns, breaks,
off-phone times, targeted service-level goal, and employee skills, proficiencies, and
preferences. By better aligning staffing levels with contact volumes, it can help
drive down costs.
Planning, Adherence, and Management Impact 360 Express Workforce

Management tracks key operational metrics so you can take corrective action right
away. This intra-day functionality provides a real-time, graphical view of forecasted,
actual, and predicted contact volume, handle time, service-level statistics, and
other critical information. You can configure email alerts to notify users of deviations
from plan and adjust your staffing accordingly.
Whats more, Impact 360 Express Workforce Management can provide a complete
picture of adherence. You can simultaneously compare your employees actual
activities against their schedules, review a breakdown of adherence per activity, and
manage exceptions, helping minimize shrinkage in your center. Supervisors can
receive instant alerts for out-of-adherence states, helping them correct problems
right away. An advanced adherence exception management function shows

employee exceptions graphically across the entire day in real time, allowing
supervisors to approve or deny them in one-minute increments.
Better still, Impact 360 Express Workforce Management can enable you to perform
what-if analyses to assess different staffing strategies, such as full time versus part
time. This can help you make informed decisions using data that would be very
difficult if not impossible to evaluate using spreadsheets.
Agent Self-Service Employees can easily manage and contribute to their own
schedules without impacting service levels. They can request preferences for start
times (by day), overtime, and days off in the week, and view published schedules
using their browser-based interface. They can also post, negotiate, and request full
or partial-day shift swaps via an online swap board which is monitored by an
automatic conflict checker and forwarded to managers for quick and easy
processing. This can build morale and retention while allowing your managers to
focus on coaching.
Reporting Impact 360 Express Workforce Management includes out-of-the-box
reports on center activity, adherence, performance, staffing, time off, and more. It
also provides audit trail functionality that shows system administrators the changes
made to the system, such as modifications to schedules, roles, permissions,
forecasts, employee attributes, and more.
Multi-ContactThis optional functionality enables forecasting and scheduling for
additional media other than phone, such as chat, e-mail, etc.
Shift Bidding This optional functionality introduces greater fairness in awarding
shifts by automatically factoring in seniority, rank, and unique tie-breaking bonus
points to assign shifts. Supervisors can allocate bonus points to staff to recognize
extra effort, and employees can choose to use them to elevate their position in the
bid. The system also immediately informs employees of the chances of getting their
shifts, setting expectations ahead of time.
Time-off Manager Using this optional functionality, you can streamline routine
tasks associated with time-off requests. Employees can request, be wait-listed,
withdraw, and view the status of their time-off requests. Requests can be routed for
approval by managers or automatically processed based on rules you define.
This guide assumes at a minimum that you have the Operational Series. Modules and
functions that are either optionally available or are only available in the Advanced Series
or Strategic Series are appropriately identified in the text.
Verint Systems Workforce Optimization Solution includes the functions described in this
Workforce Management guide. For that reason, you will at times see the product referred
to as the Workforce Optimization Solution and at other times as Workforce Management.

Logging into Workforce Management
Logging into Workforce Management

There are two ways to start the web application in Workforce Management, depending
on how your system is configured:
Single sign-on
When your system has been configured for single sign-on, you do not log into
Workforce Management, or indeed, any of the Impact 360 applications, such as
eLearning, Quality Monitoring version 10 SP3, or Quality Monitoring version 7.8
SP1. All authentication is done when you log into Windows on your computer.
Application-dependent sign-on
You must log into each Impact 360 application independently.
To start Workforce Management:

1
Open your web browser and type the URL of the server location where Workforce
Management is installed.
If your system is configured for single sign-on, the login page is displayed and the
Trusted Login check box is checked. You do not need to sign in to the application,
only click on Login. You can then start working with Workforce Management.
If your system is not configured for single sign-on, the Login page opens, a portion
of which is shown below:
Type your Username and Password (both are case-sensitive), then click Login.
Workforce Management opens to the default page for your role or the one you have
selected in Preferences.
If users have forgotten their password, and provided your companys networking and
security environment permits, they can click Reset Password. The system will prompt
them for certain data to identify them (the same data specified in the section
Self-Identification (XXX) of the Workforce Management Administration Guide), and if an
e-mail address has been registered for them, it will send a temporary password to their
e-mail address. They can use this temporary password to log in; the system will then
require them to change the temporary password and log in using the new password they
have selected.
If an e-mail address is not registered for them, they will be instructed to contact their
system administrator either to reset their password or register an e-mail address for
them, so they can reset it themselves.

Navigating in Workforce Management

Workforce Management uses a web-browser-based interface with a navigation bar and
multiple levels of tabs.
The topmost level of navigation consists of modules, such as the following:
At the far right end of the modules, a button ( ) allows you collapse and truncate the
module navigation level from two lines to one, which can be useful depending on your
screens size.
Hovering your cursor over a module displays a window showing all the sections into
which functions are grouped under the module, such as:
My Dashboards
My Schedule
My Requests
The next level down of navigation is referred to as a tab, such as the following:
General controls are located above the navigation bar:

Click Refresh to update the data on your page.
Click Print to print a copy of the current page.
Click Send Message to send a pop-up alert to selected target users.
Click Enter What If to enter What If mode.
Click Preferences to open the Preferences window.
Click Help to open the Workforce Optimization Solution Help system and
display help for the current page.
Click Logout to log out of the Workforce Optimization Solution.
Navigate by hovering your cursor over the appropriate module to display the sections
and their tabs, and click the tab you want to use.

10
Note that the modules, sections, and tabs available change depending on the users role
and your license.
TIP
If you resize your browser window, the rightmost buttons on the button bar may
be hidden. Resize your browser window, scroll horizontally, or change your screen
resolution to see them.
TIP
If you find yourself frequently changing among two or three tabs, you can open
multiple sessions in separate browser windows to make your access to these tabs
quicker and easier.
Employees typically have access to the following Workforce Optimization Suite

modules:
My Schedule
You can view your own schedule, your groups schedule,

and your time-off, shift swap, and shift bidding requests.
(Time-off and shift bidding are optional,
separately-licensed functions.)
My Requests
Allows you to view and manage your time-off, shift swap, and
shift bidding requests (the latter is a separately licensed
optional feature).
My Profile
Allows you to review and update your personal information.
Expanding Pages
Some pages in Workforce Management use two panes with a selection list on the left
and an action page on the right.

11
Either side of these pages can be expanded by clicking one of the arrow buttons
between the panes.
Click the button facing right to expand the left pane into a summary list.
Click the button facing left (
) to expand the right pane into a full page display.

12
To return to the original display, click the single-arrow button to the side of the
display. To switch the pages displayed, click the double-arrow.
The pane on the right may consist of one or more groupings, referred to as containers,
as shown below:
Each container has its own title and can be collapsed or expanded. Containers may
contain multiple collapsed levels.
Expanding and Collapsing Lists

Some lists in the Workforce Optimization Solution have controls that allow you to
expand the list completely, or to collapse it.
Click right-facing button to expand the list.
Click the down-facing button to collapse the list.

13
For example, the following graphic shows the Organization Scope list in both its
expanded and collapsed form:
Expanded
Collapsed
Selecting Items in a Drop-Down Menu

You set the value of some items in the Workforce Optimization Solutions web interface
using drop-down menus. There are two types of drop-down menus:
single-selection
You can only select one item from the drop-down menu.
multi-selection
You can select one or more items, using the Ctrl key to select non-adjacent items or
the Shift key to select a contiguous range of items.
The type of drop-down menu is indicated with the following buttons:

Single-selection
Multi-selection
Once youve finished multi-selecting, click
again.
If the items you have selected cannot be fully displayed in the selection box, position your
cursor over the selection for a few seconds (known as hovering). The selected items will be
displayed as a tool-tip. This same technique can be used for both single and
multi-selections.

14
Expanding Truncated Text

Some windows in the Workforce Optimization Solution automatically truncate text in the
Content Title area of the window. To indicate that the text has been truncated, the
system adds an ellipsis (...) to the end of the displayed text.
To expand the text so you can see it in its entirety, position your cursor over the text for
a few seconds (referred to as hovering). The full text then appears in a pop-up box, as
shown in the following figure:
Sorting Data
Many of the Workforce Optimization Solutions pages contain columns of information
that can be sorted.
To sort information:
Click the name of the column to be sorted. The column head turns darker and a
small arrow
indicates the sort order of the column.

15
Setting Preferences
To reverse the sort order, click the name of the column again.
Printing a Page
To print a page:
1
Click Print on the navigation bar. The Print dialog box opens.
On the Options tab, select Print frames as laid out on screen.
Click Print.
Setting Preferences
You can set your viewing preferences by clicking Preferences on the navigation bar.
These settings remain in effect until you change them.
These settings affect only your display. Some of the preference settings shown may not
be applicable to you, depending on your license.
Preferences allow you to choose the following display options:

General:
Default Languageavailable languages are determined by your license and made

available by your administrator through the Licensed Languages container of the

16
Setting Preferences
System Management modules Administration sections General sidebar element. If

only one language is available, this option is not displayed.
Default Regional Formatsets the default format for:
Date (short and long formats, order, separator)
Time (12 or 24 hour and relevant symbols, separator, leading zero)
Currency (symbol, number settings)
Number settings (000 separator, decimal point character)
First day of week (in calendars)
The localized setting will be used anywhere dates, times, currency figures and
numbers are displayed.
Default Time Zoneactivity times and schedules are displayed to you in this time
zone.
User Interface:
Use Accessibility Compliance Modeallows the user interface to be displayed

using certain alternate mechanisms prescribed by a U.S. Federal standard. These
mechanisms are designed to facilitate access to the system by all users, regardless
of their abilities or disabilities.
Repeat Header Every N Rowsthe frequency a table or report header will be
displayed as you scroll through a list. Type a number in the text box. A blank box
sets the number to the default, 30. Enter a zero (0) if you dont want the header to
repeat.
Default Rows in a pagefor pages that support pagination, the number of rows
to display by default for tabular data.
Navigation:
Default Screen at Loginthe screen that first appears each time you log in.
Show Navigation Imagestoggles the display of the images shown above the
module names in the navigation bar. Suppressing the display of the images allows
more information to be displayed on your monitor, somewhat reducing the need to
scroll.
Show 2nd Level Navigationtoggles the display of the navigation sections below
the module name.
Customize Modulesthe controls allow you to customize the display order of the
modules.
Activity Manager / Adherence
My Time Record Sort Ordertoggles the sort order of your time records from
ascending to descending.
Click Save to save your changes.

Getting Help
Help for each Workforce Optimization Solution web page is available by clicking the Help
link on the navigation bar.

17
Logging Off the System
Click the About button to view statements about intellectual property, open source
attribution, and the user license.
Click the Close button to return to the main page.
Logging Off the System

You can log out of the Workforce Optimization Solution at any time.
To log out of the Workforce Optimization Solution:
Click Logout on the navigation bar.

18
Chapter 2
The My Home Module

As employee, you have access to the following sections and tabs of the My Home
module:
Chapter 2 - The My Home Module
My Schedule
You can view your own schedule, your groups schedule,

and your time-off, shift swap, and shift bidding requests:
Summary
Personal
Group
My Requests
View the current weeks schedule in an abbreviated

format, a time off summary, shift swap summary, and
a shift bidding summary. See page 22.
View your detailed schedule information in a

format best suited for printing. See page 25.
View schedule summary information for each
day in a selected range for multiple employees
in their own organizations and other
organizations as specified in the Time Off
settings. See page 29.
Allows you to view and manage your time-off, shift swap,

and shift bidding requests (the latter is a separately
licensed optional feature, as well as shift requests and
changes.
My Requests
My Time Off Calendar
My Time Off Report
Swap Board
My Bid Options
Policies
My Time
View your personal requests. See page 35.

View personal Time Off information in Calendar
View. See page 62.
View details on the time off you have taken and
the time off you have scheduled. See page 64.
View and create Shift Swap postings. See
page 65.
View available biddable schedules for a
campaign and create Shift Bid Requests. Shift
bidding is a separately licensed optional
feature. See page 66.
View Time Off, Shift Swap, and Shift Bidding
Policies, as well as Auto-Processing and Filing
Rules information. See page 67.
You use the My Time section, available as part of the

Advanced Workforce Management solution, to view your
adherence to your schedule.
Schedule
Time Record
Log History
My Adherence
View your schedule of activities. See page 69.

Log onto the system, start and change
activities, and end your shift. See page 70.
View a history of your activities. See page 72.
Allows you see your adherence data (how well
you are conforming to your assigned schedule)
in a graphic form. In addition, it shows a
summary of the data for the day. See page 73.

20
My Schedule
My Scorecards
Allows you to view your scorecards. This module is

documented in a separate guide, the Scorecards User
Guide.
My eLearning
Allows you to view advanced eLearning tools that deliver

customized lessons to your desktop. These lessons are
designed to increase your performance and competency
rank. This module is documented in a separate guide, the
eLearning Student Guide.
My Coaching
Allows you to view your coaching assignments. This

section is documented in a separate guide, the Coaching
User Guide.
My Profile
Allows you to review and update your personal

information.
Schedule Preferences
Personal Information
Additional Information
My Notifications
Specify or change your preferences on how you

are scheduled. These are your general
preferences, and are not related to a specific
week or scheduling period. See page 79.
View your personal information and update
your password. See page 82.
When the organization- scoped license is
enabled, user defined fields are not displayed
as a part of the Personal Information.
Instead, they are displayed on this tab.
Provides a personal, read-only inbox for notifications sent

to you by other employees (for example, your supervisor
or manager) or generated by an alert rule.
If your license includes the optional Operations features, you will also see the following
module and tabs:
My Volumes
Allows you to track current and historical work volumes:
Work
History
Track workload of various types as it arrives, is

completed, and pending (backlogged) through
the day and week. See page 75.
View a history of your entered and completed
work. See page 77.
My Schedule
The My Schedule module provides a quick and convenient way to work with your
schedule. Once your organizations schedule is set in Forecasting and Scheduling, the
Workforce Management scheduler publishes it (makes it available to you). You can then

21
My Schedule
retrieve your personal schedule from the intranet with a standard web browser such as
Internet Explorer.
In addition, depending on which features have been licensed, the My Schedule modules
functions allow you to submit time-off requests, propose or accept shift swaps, and
submit shift bids for schedules that are not assigned to a specific employee.
The My Schedule module contains the following tabs:
Summarizes your schedule for the week, your time off
for the year, and any of your shift swap or shift
bidding requests that are still active. See page 22.
Shows your schedule details for the current week. You
can also change the range of dates to see additional
schedule information. See page 25.
Shows the schedule for your entire group. See
page 29.
Viewing Your Schedule Summary

The Summary tab consists of up to five containers:
This Weeks Schedule

This container displays a summary of your schedule for the current week.
It includes:
The number of days and paid hours you are scheduled to work.
The times you are scheduled to work each day.

22
My Schedule
If your schedule has not yet been published, you will see the text Not Published
below the date.
Time Off Summary (Hours) for Year <StartDate - EndDate> as of

<EndDate>
If your license includes Time Off Management, you will see this container, which
shows the time-off activities subject to accrual, using the following columns:
Time Off Type: Either the Time-Off type or Activity type based on the settings. If
Time-Off Accrual is configured at the Activity Type level, the activity type is
shown with all the underlying activities indented below.
Total: Total available hours at end of the year. These hours are calculated based
Starting Balance: Accrued hours at start of the current year. This value is
calculated based on the last available balance from the previous year.
Used: The total hours used by the current date. This field always displays zero
for future years.
Scheduled: The total scheduled hours from now until the end of the selected
year. This field always displays zero for past years.
Pending: The number of hours that are in a pending state.
Estimated Remaining: The total scheduled hours from now until the end of the
on the carry over from the previous year + accrued hours of the current year.
selected year. This field always displays zero for past years.
Shift Swap
This container provides a list of your shift swap requests and their status.
Shift Bidding
If your license includes Shift Bidding, this container provides a list of your shift
bidding requests and their status.
Time Bank
If your license includes Time Banking, and you are assigned to a time bank, this
containers label shows period (start date and end date) of your time bank
template. The table that follows shows:
Target Hours: The total number of hours you are required to workin the entire
time bank period.
Target Hours (up to date): The pro-rated number of hours you are required to
Scheduled Hours (up to date): The number of your scheduled hours in the
period from the beginning of the time bank, to the "up to date."
Adjustments: Any schedule adjustments for you between the time banks start
date and the "up to date."
work in the period from the beginning of the time bank, to the "up to date,"
which is the end of the last fully-published schedule period that intersects the
time bank period. If the schedule period ends after the time bank, then the time
bank end date is used as the "up to date." The "up to date" is shown in
parentheses in the column header.

23
My Schedule
Balance: This field shows your scheduled hours up to date plus any adjustments
less the target hours up to date.
If your site is licensed for the optional Time-Off Accrual feature, the second container
changes slightly:
Its title changes to Time Off Summary (Hours) for Year <StartDate - EndDate> as of
<EndDate>. This container displays the time-off activities subject to accrual, using the
following columns:
Time Off Type: Either the Time-Off type or Activity type based on the settings. If
Time-Off Accrual is configured at the Activity Type level, the activity type is shown
with all the underlying activities indented below.
Total: Total available hours at end of the year. These hours are calculated based on
the carry over from the previous year + accrued hours of the current year.
Starting Balance: Accrued hours at start of the current year. This value is
calculated based on the last available balance from the previous year.
Used: The total hours used by the current date. This field always displays zero for
future years.
Scheduled: The total scheduled hours from now until the end of the selected year.
This field always displays zero for past years.
Pending: The number of hours that are in a pending state.
Estimated Remaining: The total scheduled hours from now until the end of the
selected year. This field always displays zero for past years.
At the right side of the container, the Time-Off Accrual Calculator button (
) allows
you to launch the Time-Off Accrual Calculator. Use this calculator to view certain
information related to time-off accrual.

24
My Schedule
Select the date as of which, and the time-off activity for which you want to calculate
accrual, and click Calculate.
The calculator returns the following results:
Estimated Remaining: the estimated available hours calculated at the given date, for the
given type of Time Off.
Accrual Schedule: The current accrual schedule setting of the selected Time-Off type:
how many hours (rate) over a period, for the selected Time-Off year (the year in which
the selected date falls).
Maximum Balance: The maximum balance allowed for the selected Time-off type in the
selected Time-off year.
Maximum Carryover: The maximum carryover allowed for the selected Time-off type in
the selected Time-off year.
Scheduled as of...: The scheduled hours at the end of the selected Time-off year.
Pending as of...: The pending hours at the end of the selected Time-off year.
The screen shows your name in the title.

Click Done to close the Time Off Accrual Calculator window.
Viewing Your Personal Schedule

The Personal tab shows detailed schedule information for the current user. It is best
suited for printing personal schedules.
To change the dates shown:

25
My Schedule
Click on the date range selector icon

date range.
next to the shown dates and select the
When selecting the date range, you can click one of the buttons at the bottom of the
pop-up:
Today
Tomorrow
This week
Next week
This month
This Year
Alternatively, you can select the start date on the left calendar, end date on the right
calendar, and click Set.
TIP
You can move both calendars in synch using the arrow buttons on either side of
the window title Select Date Range. To move each calendar independently, use
the arrow buttons on either side of the months name. The and buttons move
in increments of a year; the < and > buttons move in increments of a month.
If you do not want to change the date range in the selector, click Cancel.
To switch the view from text to graphical:
Use the View drop-down selector on the top right of the page.

26
My Schedule
In graphical view, each date in the date range is represented by a record in the Shift
column (on the left). The record may show the shift start and end times, or No shift, or
Not published. The color box on the left of the shift shows the main shift activity. If you
see a yellow information icon next to the shift end time, you can hover the mouse over
it and read the shift comment.
Each activity during a day is represented by a row, which shows the activity color box,
activity name, activity start and end times, and an optional description icon. The
description is displayed when you hover the mouse over the yellow information icon.
Depending on the settings of your preferences for viewing your schedule, you may also
see a ribbon below each date in the date range, displaying the Net Staffing for that date.
This ribbon shows which hours have a net staffing shortage or surplus, thus allowing
you to request overtime or voluntary time off, respectively.
The ribbon runs the length of the time range being displayed, and is a sequence of
color-coded hourly cells indicating whether each hour has an excess of Net Staffing,
a shortage of Net Staffing, or Neutral. (The colors for each depend on your
Preferences settings.)
Because overtime can be requested far prior to or after a shift, the hourly range of
the graphical schedules includes the entire day whenever Net Staffing is displayed.

27
My Schedule
For example, when Net Staffing is disabled, the row might only include 8 hours, but
when net staffing is enabled, the row includes all 24 hours.
When viewing past days or hours, the net staffing ribbon is empty. In other words,
Net Staffing is only shown for future hours.
The Net Staffing ribbon is only displayed for the first seven days in the date range.
The Net Staffing ribbons, in addition to indicating which hours are requestable, are
also interactive, allowing you to create a shift or VTO request directly from the
schedule view page. When you click inside one of the net staffing ribbon's cells, the
entire cell is selected and hi-lighted with the "Cell Selection" color (yellow by
default, but configurable). While the mouse button is still down, you can drag the
mouse left or right, expanding or contracting the cell selection. Dragging the cell
selection up or down is not permitted.
Once you release the mouse button, a Create Shift Requests & Changes dialog
appears, pre-populated with the details of this request. The dialog chooses the shift
whose length best matches the length of the ribbon selection, and the activity is set
to the activity that is linked to your queue that has the greatest net staffing
shortage.
If you are already scheduled for a shift on that day, the dialog instead chooses an
extension, if one can be found that would overlap some or all of the ribbon
selection. Again, the extension whose duration best matches the ribbon selection is
chosen, and the activity is the activity for the queue that has the greatest staffing
shortage.
If there is no shift or extension which matches your selection, you receive a
message saying that nothing is available to match the selection and the elements in
the dialog are disabled.
Unavailability events are shown in red if there is a net staffing shortage during that
time.
If you are scheduled for a time-off event, those cells are displayed in the Net
Staffing ribbon as Neutral cells (grey, by default).
Both unavailability and time-off events can still be requested, however. Clicking the
cell takes you to the Shift Requests & Changes dialog. If a shift request overlaps
an unavailability, and the request is approved, the entire unavailability event is
dropped, even the part(s) that do not intersect the new shift.
In Text view, a shift overtime period is displayed on a separate line in the Shift column
and activities that are covered by an overtime period have a cross-hatch pattern on top
of the color icon box next to the activity name in the Activities column. The pattern
resembles the following:

28
My Schedule
In Graphical view, when a shift assignment has an overtime period, either before the
normal start or after the normal end of the shift, the same cross-hatched pattern used
in Text view covers the overtime period. This pattern can cover any event and
background color.
Viewing Your Group Schedule

The Group tab displays schedule summary information for each day in a selected range
for multiple employees. The other views of the group schedule display only one day on
the page.

29
My Schedule
Each date in the date range for each person is represented by an entry in the table. The
entry may be one of:
the start and end of the work period
No shift
Not published
Off
The start and end usually represent the start and end of the shift, except when the shift
is extended by an adjacent calendar event or when it is trimmed by a time-off event.
If you have enabled the display of the Net Staffing ribbon, you are only shown your own
Net Staffing ribbon, not that of the other employees in the group.
This ribbon shows which hours have a net staffing shortage or surplus, thus allowing
you to request overtime or voluntary time off, respectively.
The ribbon runs the length of the time range being displayed, and is a sequence of
color-coded hourly cells indicating whether each hour has an excess of Net Staffing,
a shortage of Net Staffing, or Neutral. (The colors for each depend on your
Preferences settings.)
Because overtime can be requested far prior to or after a shift, the hourly range of
the graphical schedules includes the entire day whenever Net Staffing is displayed.

30
My Schedule
For example, when Net Staffing is disabled, the row might only include 8 hours, but
when net staffing is enabled, the row includes all 24 hours.
When viewing past days or hours, the net staffing ribbon is empty. In other words,
Net Staffing is only shown for future hours.
The Net Staffing ribbon is only displayed for the first seven days in the date range.
The Net Staffing ribbon, in addition to indicating which hours are requestable, is
also interactive, allowing you to create a shift or VTO request directly from the
schedule view page. When you click inside one of the net staffing ribbon's cells, the
entire cell is selected and hi-lighted with the "Cell Selection" color (yellow by
default, but configurable). While the mouse button is still down, you can drag the
mouse left or right, expanding or contracting the cell selection. Dragging the cell
selection up or down is not permitted.
Once you release the mouse button, a Create Shift Requests & Changes dialog
appears, pre-populated with the details of this request. The dialog chooses the shift
whose length best matches the length of the ribbon selection, and the activity is set
to the activity that is linked to your queue that has the greatest net staffing
shortage.
If you are already scheduled for a shift on that day, the dialog instead chooses an
extension, if one can be found that would overlap some or all of the ribbon
selection. Again, the extension whose duration best matches the ribbon selection is
chosen, and the activity is the activity for the queue that has the greatest staffing
shortage.
If there is no shift or extension which matches your selection, you receive a
message saying that nothing is available to match the selection and the elements in
the dialog are disabled.
Unavailability events are shown in red if there is a net staffing shortage during that
time.
If you are scheduled for a time-off event, those cells are displayed in the Net
Staffing ribbon as Neutral cells (grey, by default).
Both unavailability and time-off events can still be requested, however. Clicking the
cell takes you to the Shift Requests & Changes dialog. If a shift request overlaps
an unavailability, and the request is approved, the entire unavailability event is
dropped, even the part(s) that do not intersect the new shift.
To change the dates displayed, click on the date range selector next to the dates shown
and select the date range.

31
My Schedule
When selecting the date range, you can click one of the following at the bottom of the
pop-up:
Today
Tomorrow
This week
Next week
This Month
This Year
Alternatively, you can select a start date on the left calendar, an end date on the right
calendar, and click Set . If you do not want to change the date range in the selector, click
Cancel.
You also have the option of switching the view from text to graphic or multiday format
using the View drop-down selector on the top right of the page.
Viewing the Schedule for a Different Group of Employees

To view a different group of employees, click on the group selector icon (
)next to the
name of the current group. The group selector window appears as a pop-up window,
which allows you to select a group of employees using their organization and/or
campaign associations.
Select one organization in the left-hand tree, or select one campaign in the
right-hand list, or select both an organization and a campaign. When selecting an
organization, you can expand and collapse organization tree branches by clicking
the triangular icons to the left of the organization names.
Click Save.
If both an organization and campaign are selected (highlighted), the selection will affect
employees from the selected organization who are working in the selected campaign, a
subset of both organization and campaign.
If only an organization name is selected, you are selecting all the employees in this
organization.

32
My Schedule
If only a campaign name is selected, you are selecting all the employees working in this
campaign, regardless of their organization.
Changing the Schedules Sort Order

Use the Sort by drop-down selector to change the sort order.
If you are not viewing the first page in a multipage list of the selected group of
employees, changing the sort order takes you back to the first page.
You can sort the information on this screen by one of the following:
Last Name
First Name
Start Time (shift start time)
End Time (shift end time)
Length (shift length)
Usage Notes
If the list of selected employees in the group is long, use the pagination drop-down
selector at the bottom left of the window to limit the number of employees being
displayed, thus allowing the page to display quickly.

33
My Requests
You can also use the scroll bars to view the continuation of the list. The column headers
repeat every certain number of rows. You can change this number in the Preferences
window (see page 16).
To move to the next or previous page in a long list, use the next (right arrow) or
previous (left arrow) buttons in the pagination control.
My Requests
The My Requests module gives you access to up to six tabs, which allow you to enter
and manage your requests for time off, shift swaps, and shift bids.
Allows you to view the status of any outstanding
requests you made, as well as create new ones. See
page 35.
If your license includes Time Off Management, shows
you a graphic view of your time-off pools calendar for
the upcoming 12 months. A color key allows you to
distinguish such things as working holidays, blackout
periods, and the like. See page 62.
If your license includes Time Off Management,, allows
you to view details on the time off you have taken and
the time off you have scheduled.
Allows you to view your own and others swap board
postings, create new ones, and agree to a shift swap
proposed by another employee. See page 65.
If your license includes Shift Bidding, allows you to
submit bids for schedules that have not been assigned
to a specific employee. See page 66.
Allows you to see the organization policies that apply
to shift swaps, auto-processing, and filing rules. (A
filing rule is a condition that must be met, such as
submitting a request a certain number of days in
advance.) If your license includes Time Off
Management and Shift Bidding, you will also see
policies that apply to time-off requests and shift bids.
See page 67.

34
My Requests
My Requests
Use this tab to view personal requests. Click the top of a column to sort by the column.
Click again to reverse the sort order.
To view requests of a specific type:

1
Go to the View field on the top right area of the page and select the request type.
The Status column shows you the status of your requests, using the icons in the
following table:
Icon
Meaning
The request has been approved. Below this icon you may see an additional icon if
you have requested withdrawing the time-off request.
A request to withdraw the approved time-off request is in progress.

A request to withdraw the approved time-off request has been
rejected.
The request has been denied.

The request has been escalated. (See Escalating Denied Requests, page 62.)
The request has expired.
The request is in negotiation.
The request is invalid.
The request is pending approval.

35
Icon
My Requests
Meaning
The request has been waitlisted. (A request that has been denied can be waitlisted
for approval if conditions change.)
The request has been withdrawn.
The Alerts column shows you any violations of your organizations rules for filing your
requests.
The validation rules for time off requests are listed in the following table:
Icon
Rule and Description

Time off pool has available time off hours.
This rule is violated if the total length of scheduled time off events during
the requested day(s) is greater that the number of hours entered in the
Organization Management:Request Management:Time Off Pools
page. This rule is affected by time off events for all employees in this pool.
Employee has enough time off hours.
This rule is violated if the total length of scheduled time off events for this
employee during the time off year exceeds the yearly allotment entered on
the User Management:Employees:Time Off page. Time Off year may
be either the employee anniversary year or a calendar year, as configured
in the Organization Management:Request Management:Settings
page.
This validation rule takes into account the number of hours accrued by an
employee as of the request target date.
Request complies with filing rules.
This rule is violated if the request submittal date violates at least one of
the filing rules applicable to the requesters organization.
Request avoids blackout days for the Time Off Pool.
This rule is violated if the request covers a day marked as a blackout day
on the Organization Management:Request Management: Time Off
Pools page, in the container Enter Allocated Time Off hours into
calendar and mark blackout days.
Requested time off is not being swapped.
This rule is violated if one or more request choices overlaps a shift that will
be received from a pending shift swap request (state of shift swap request
is either pending, in negotiation or escalated).

36
Icon
My Requests

Scheduled calendar event activities that the request avoids.
This rule is violated if the requested time off period overlaps with the
selected scheduled calendar event(s):
All
Day Off
Learning Break
Meeting
Project Filing
Supervisor Meeting
Tardy
Training
Minimum duration of the request.
This rule is violated if the request duration (end date - start date) is not at
least the specified minimum. The minimum can be expressed in units of
Minutes, Hours, or Days.
Maximum duration of the request.
This rule is violated if the request duration (end date - start date) exceeds
the specified maximum. The maximum can be expressed in units of
Minutes, Hours, or Days.
Requested time off is for a past date.
This rule is violated any time a request is created for a start date earlier
than the creation date of the request.
Minimum duration of request with a net staffing surplus: <x> percent.
This rule is violated for any time off request that does not satisfy the
minimum required duration with a net-staffing surplus. The minimum
percentage represents the requisite net staffing surplus.
Request complies with employees maximum VTO per day /week.
This rule is violated if approval of the request results in the employee

exceeding his maximum VTO hours per day / week.
The validation rule for approved time-off withdrawal requests is listed in the following
table:
Icon

This rule is violated if the withdrawal request submittal date violates at

least one of the filing rules applicable to the requesters organization.

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My Requests
The validation rules for shift swap requests are listed in the following table:
Icon

Both employees are from the same organization.
This rule is violated if employees are assigned to different organizations.

Both employees are from the same campaign.
This rule is violated if both shifts in a swap do not belong to the same
campaign. They may be in the different campaign-weeks, which would be
OK.
Both employees have exactly the same skills for the active campaign
queue.
This rule is violated if the receiving employee does not have exactly the
same skills as the employee currently scheduled to work the shift.
Both employees have at least same skills for the active campaign queue.
This rule is violated if the receiving employee does not have at least the
same skills as the employee currently scheduled to work the shift.
Receiving employees with additional skills will not cause a violation.
Both employees have the same proficiencies for the active campaign
queue.
This rule is violated if the receiving employee does not have the same skills
and proficiencies as the employee currently scheduled to work the shift.
Both employees comply with min/max hours.
This rule is violated if, after the swap, at least one of the employees will
not comply with the min/max hours during the corresponding week(s) of
the shift they get and the shift they give away in the swap.
Swapped shifts start on the same organization week.
This rule is violated if the swapped shifts do not fall within the same
organization week.
Swapped shifts have the same paid hours.
This rule is violated if the total duration of paid time in the two shifts is
different.

38
Icon
My Requests

Swapped shifts must overlap the exact same portion with scheduled
calendar events and time offs, and not overlap unavailabilities.
This rule is violated if:
calendar events, which may or may not be inside a shift, do not

overlap the exact same portion of the swapped-in shift
time off events, which may or may not be inside a shift, do not overlap
the exact same portion of the swapped-in shift
any unavailability type event will overlap with the swapped shifts as
the result of the swap
Swapped shifts will overlap scheduled calendar events that must occur
during a shift.
This rule is violated if calendar events, which have to be inside a shift, fall
outside of shifts as the result of the swap.
Partial Shift Swap: Minimum duration of the shift that can be swapped:
<x> Minutes/Percent.
This rule is violated if the duration of the swapped shift is less than the
specified duration.
Partial Shift Swap: Minimum duration of the shift to leave after pickup:
<x> Minutes/Percent.
This rule is violated if the remaining shift duration after the swap is less
than the specified duration.
Partial Shift Swap: Maximum shift duration allowed: <x> minutes per
Organization Day/Rolling 24 Hour Period.
This rule is violated if the total shift duration as a result of the swap is
greater than the specified maximum. This rule can be applied in 2 ways:
1
For organization day: the shift duration will be calculated using the
organization day boundaries.
For a rolling 24-hour period: the rule will consider a rolling 24-hour
period before and after the shift for the duration calculation.
Partial Shift Swap: Activities that cannot be included in the swap:
<activity name(s) from drop-down>
This rule is violated if the swap includes any of the specified activities.
Partial Shift Swap: Gap should be between <x> and <y> minutes, or at
least <z> minutes.
This rule is violated if the gap created as a result of the swap is outside the
specified range, or if the gap is less than the specified duration. If both the
range and the minimum are specified, the rule will be violated only if both
the conditions are violated.

39
Icon
My Requests

Partial Shift Swap: Maximum overlap with an existing shift: <x> minutes.
This rule is violated if the overlap with an existing shift caused due to the
swap is greater than the specified duration.
Maximum consecutive working days allowed.
This rule validates for the maximum consecutive working days (as
specified in the Scheduler Options container from Organization
Management:Organizations:Organization Settings) before and after
the start of a shift for all types of shift swap requests (two way swap, one
way swap and partial swap requests.)
This rule only checks the start of shifts (not the end dates).
For example, if the maximum consecutive working days count is set to
three, and Employee A is requesting a one way shift swap from 4/1 to 14/1
then the rule would validate if this shift swap would violate the maximum
consecutive working day count for shifts from 1/1 to 1/7, and for the
period from 1/11 to 1/17.
Minimum required time gap between consecutive shifts.
This rule validates the minimum time between the end of a first shift and
the start of the next shift for all types of shift swap requests (two way
swap, one way swaps, and partial swap requests.)
The validation rules for shift bidding requests are listed in the following table:
Icon

Employee's schedule complies with min/max hours.
This rule is violated if the requested schedule does not comply with the
employees min/max hours for the week of the auction.
Employee has the same skills as required for the selected schedule.
This rule is violated if the employee does not have exactly the same skills
as the phantom employee for whom the schedule is generated. Employees
with more skills than required will cause a violation of this rule.
Employee has sufficient skills for the selected schedule.
This rule is violated if the employee does not have the skills as the
phantom employee for whom the schedule is generated.
Employee's schedule complies with organization hours of operation.
This rule is violated if any of the requested shifts in the shift bid fall outside
of the employee organization's hours of operation.

40
My Requests
Shift requests & changes must always adhere to the following rules, which cannot be
configured or altered:
The
published shifts day must match the requested shifts day.
The
scheduled shift at the time the request was submitted must match any published
and unpublished shifts.
shift request cannot be submitted if there is an unpublished shift for the same day.
The configurable validation rules for shift requests & changes are listed in the following
table:
Icon

Minimum duration of request with a net staffing shortage: <x> percent.
This rule generates an alert if the shift change request results in net
staffing falling under the minimum specified percentage for the queue over
any portion of the shift period. Gaps between shifts and extensions are not
included. The minimum percentage must be greater than zero.
Maximum shift duration allowed: <x> minutes per <period from
drop-down>.
This rule is violated if the shift change request causes the shift to exceed
the user-defined shift duration allowed for one of the following periods you
select from the drop-down list:
Organization Day
24 Hour period
Only paid hours are considered (normal shifts, overtime, overtime

extensions and non-overtime extensions). Shift length is not considered.
Minimum shift duration allowed: <x> minutes per <period from
drop-down>.
This rule is violated if the shift change request causes the employee to fall
under the user-defined shift duration allowed for one of the following
periods you select from the drop-down list:
Organization Day
24 Hour period
Only paid hours are considered (normal shifts, overtime, overtime

extensions and non-overtime extensions). Shift length is not considered.
Maximum consecutive working days allowed as per organization
Settings.
This rule is violated if the shift change request causes the user to exceed
the maximum number of consecutive working days that has been defined
for the organization.

41
Icon
My Requests

Minimum required time gap between consecutive shifts as per
organization Settings.
This rule generates an alert if approving the shift change request results in
the minimum time gap between shifts being violated. The time gap is
determined by comparing the start time of the requested shift with the end
time of the preceding shift; in addition the end time of the requested shift
is checked against the start time of the succeeding shift.
This rule generates an error if the shift change request violates filing rules.
Employees schedule complies with min/max hours, including OT
maximums.
This rule is violated if approving the shift change request causes the
employee not to meet or to exceed the minimum or maximum hours
allowed respectively, including the maximum overtime allowed per
day/week.
Employees schedule complies with organization hours of
operation.
This rule will generate an alert if approving the shift change request causes
the employees working hours to fall outside the defined hours of operation
for the organization.
Request does not overlap with a time off event.
This rule will be violated if the shift change request overlaps with a time-off
event.
Request does not overlap with an unavailability.
This rule will be violated if the shift change request overlaps with an
unavailability.
Request period is published.
This rule will be violated if the shift change requests date and time range
falls outside a published period. If any part of the shift is outside a
published period, the validation fails.
You can edit, withdraw, view the details of existing requests, and escalate denied
requests using the icon buttons in the Actions column of this page.

42
My Requests
The following icons are used in the Actions columns:

Icon
Meaning
Cancel a request for withdrawal of an approved time-off request.
Edit the request.
(When you are editing a waitlisted request, the system displays the
Waitlist Order, which shows the system's best estimate of your order in
the waitlist based on the entire time range of the request.
Because the waitlist approval order is decided on the time range that
becomes available, it is possible that a request with lower waitlist order
in the waitlist might get approved before your request is approved.)
View the request details.
(When you are viewing the details for a waitlisted request, the system
displays the Waitlist Order, which shows the system's best estimate of
your order in the waitlist based on the entire time range of the request.
Because the waitlist approval order is decided on the time range that
becomes available, it is possible that a request with lower waitlist order
in the waitlist might get approved before your request is approved.)
For Shift Bidding Requests, you see:
Shift Bid Request Information:

This container displays Shift Bid Request information, and is editable
when you are creating or updating a Shift Bid Request. The
information includes the Bid Name, Preference Level (if applicable),
and comments associated with the requests.
When an Auction is configured to use Bonus Points, a checkbox
allowing you to specify Use Points is displayed. Keep in mind that
using points might affect the rank on the Shift Bid Requests. This
information is displayed in the Shift Bid Auction section of this form.
Shift Bid Auction Information:

This container displays associated Shift Bid Auction information and
is not editable.
The information in this container includes Scheduling Period and
Deadlines.
Biddable Schedule Information:

This container displays shifts assignment information for one or
more selected biddable schedules and is not editable.
Alerts Information:
Displays the icons and a description for any failed validations.
Status Information:
Contains the modification history (audit trail) of the Shift Bid
Requests.

43
Icon
My Requests
Meaning
For Shift Swap Requests, you see:
General Information:
This container lists the employees' shifts to be swapped. Shift
information includes shift type and date. It also contains information
regarding the expiration of the request.
Alerts Information:
Status Information:
Contains the modification history (audit trail) of the Shift Swap
Requests.
For Shift Request & Changes, you see the following containers, which only display
the parts of the request that are different than the employees scheduled shift (if
any):
Request Summary:
This container lists the employees name, the type of request, and
the requests start and end dates.
Shift Information:
Contains the shifts start and end dates, duration, name of the shift,
activity, and whether the shift is overtime.
Extension Before Shift:

For requests for extension before a shift, shows the type, activity,
duration, gap, and whether the extension is overtime.
Extension After Shift:

For requests for extension after a shift, shows the type, activity,
duration, gap, and whether the extension is overtime.
Alerts Information:
Escalate the request. (See page 62.)

Withdraw the request.
Ordinarily, you can only withdraw requests until theyve been approved.
However, in some cases, depending on how your manager has structured
the auction, you may see the Withdraw icon in the Actions column. In
such cases, you can withdraw a request even if it has been approved.
Any bonus that was given when the request was approved is removed,
and you are enabled to submit a bid for a a different shift.
Creating a Shift Swap Request

You can create a shift swap posting to swap your entire shift or a portion of it.

44
My Requests
To create a shift swap request:

1
Click Create New Request on the toolbar; a menu appears listing the available
request types.
Select Shift Swap; a pop-up window appears allowing you to create a new request
of that type.
The previous screenshot depicts the situation when your administrator has enabled
swapping partial shifts and picking up portions of a shift.
In the Shift Swap Specification area at the top of the container, use the drop-down
menus to specify:
Whether you are offering to swap a shift or a day off.
Which type of swap (two-way or one-way)
Whether you want to swap the entire shift or a portion of it
For an entire shift, the date of that shift or day off: for a partial shift, the date
and time range.
Whether the other employee should pick the entire posting or can pick a portion
of the posting.

45
My Requests
Only one date is required for a one-way swap.
In the Expiration line (starts with the text This posting will expire on), specify when
the request expires. (For existing requests in negotiation, this area shows when the
negotiation expires.)
Specify whether you need feedback (The employee willing to swap should send the
request to me for confirmation) or allow the shift swap request to be submitted to
the manager by the other employee involved in the swap (The employee willing to
swap may submit the request directly to the manager). (This area is only available
while the request is still being negotiated.)
Optionally, while the request is still being negotiated, enter a negotiation comment.
For example, you and the other person involved in the negotiation can use this area
to provide feedback to each other.
Negotiation comments are not submitted to the manager, however, if you are responding
to a request and submitting the request directly to your manager, you are also able to
send comments on the request to your manager.
During shift-swap negotiations, if you are waiting for feedback from the other
employee involved, your administrator can modify the system configuration
such that an alert is sent to you when the other employee has provided
feedback on the shift swap.
Creating a Time Off Request

If your license includes Time Off Management you can create a new Time Off request, as
follows:
1
request types.
Select Time-Off; a pop-up window appears allowing you to create a new request of
that type.

46
My Requests
In the container at the top of the window, specify the Time Off Type, Time Off
Hours, and optionally fill in the Comment area.
Time Off Types include:
Floating Holiday
Vacation.
Personal Day
Sick
Unavailable
Time Off types can also include other activities that your administrator has
configured as requestable time off.
Time Off Hours specifies what kind of effect you want the time off request to have
on your regularly scheduled hours. For all of the Time Off types except Unavailable,
the possible choices are:
Use my time-off hours to schedule my absence: You are asking to use your
Schedule around my time-off request if possible: You are asking your manager
to schedule you as needed, except for the time you've requested off. As an
example, if you normally work an 8-hour shift and have requested the two hours
at the end of your shift as time off, you could be scheduled to work six hours, or
you could still be scheduled to work eight hours, taking into account your time
off. In the first case, the results of this choice are exactly like Use my time-off
hours to schedule my absence. In the second case, you are not debited for any
time off, because you worked a full shift.
allocated time off hours and work less hours than your full schedule for that
week.
Although it is likely obvious to you, you can request time-off in the past. For example, if
you are out sick for a day, you can submit your time-off request upon your return,
specifying the previous date for your time-off choice.

47
My Requests
For Unavailable, the choice is:
Mark as unavailable and schedule around this time: You are asking your
manager to schedule you for your full amount of work hours, working around the
time marked as unavailable.
Check the box Add to Waitlist if not Approvable if you want your request to be
waitlisted if it is not approved.
Expiry Date is an optional field. You can enter any date (after the current date)
here. If you do not enter a date, the system updates the expiry date to the request
start date. Requests are marked invalid once they are past the request start date.
Select at least one Time Off choice. To add a new Time Off Choice, click Add, and
use the date selector to specify the time off range. You can request time off in
increments ranging from 15 minutes to hours (partial days) to one or more days.
Only one date choice per request can be approved. Multiple choices are intended for
long-term vacation planning.
To request several periods, submit several requests.
The rank of the Time Off Choice can be specified by selecting the Time Off Choice
row and then use the toolbar buttons to move it up or down.
7
To delete a Time Off Choice, select it and click Delete.
The Time Off Calendar container contains Time Off Information for four consecutive
months. This information is intended to help you make the right choices for time-off
dates. (You cannot select a time-off period by clicking on dates in the Time Off Calendar
container.)
The months to be shown can be changed through the month and year drop-down menus
in the header of the container.
The Time Off Calendar Color Legend can be toggled by clicking Legend in the header of
the container.
Creating a Shift Bidding Request

If your license includes the optional feature of Shift Bidding, you use this page to view
available biddable schedules for an auction and to create Shift Bidding requests.
Shift bidding is done in the context of a shift auction. Your manager or another person
with the appropriate access rights and permissions creates the auction, and then adds
employees to the auction.
Employees who are added to the auction are notified, typically using Workforce
Management alerts (e-mail), which include the deadline by which they must submit their
shift bidding requests.
If you are notified that you have been added to an auction, you can view schedules for a
campaign before submitting your shift bidding request: To view the schedules:
Select a campaign from the list of available campaigns shown in the browser box to
the right of the tab's title (Bid Options).
The page refreshes and displays the biddable schedules for the selected campaign.
To create a shift bidding request:

48
My Requests
request types.
Select Shift Bidding; Workforce Management automatically opens to the My Bid

Options tab.
Select a single schedule if the Auction is configured to bid on Full Schedule.

or
Select multiple schedules if the Auction is configured to bid on Individual Shifts.
Click Create.
The Shift Bid Request Form appears enabling you to create, modify, or view Shift
Bid Requests. This page contains the following containers:
Shift Bid Auction information
This container displays associated Shift Bid Auction information and is not
editable. The information in this container includes Scheduling Period and
Deadlines.
Biddable Schedule information
This container displays Shifts Assignment information for one or more selected
Biddable Schedules and is not editable.
Shift Bid Request information
This container displays Shift Bid Request information, and is editable when you
are creating or updating a Shift Bid Request. The information includes the Bid

49
My Requests
Name, Preference Level (if applicable), and comments associated with the
requests.
When an Auction is configured to use Bonus Points, a checkbox allowing you to specify
Use Points is displayed. Keep in mind that using points might affect your rank on the
Shift Bid Requests. This information is displayed in the Shift Bid Auction section of this
form.
Click Save to create or update a Shift Bid Request.
Understanding Bid Rank information

Bid Rank shows your rank for the biddable schedule.
In schedules for Shift Bid Auctions that use Scoring, you might see a Bid Rank shown as
3(1). In such cases, the value in parenthesis represents the bid rank if you were to
apply points to the bid. This notation is only shown when you have not submitted any
bid for the schedules.
Sorting and Filtering Shift Bid Requests

You can sort the biddable schedules by clicking the column heading. An arrow appears
to the right of the column heading, showing the direction of the sort.
You can click on additional columns -- the system sorts the biddable schedules by the
last three columns selected. The last column selected is the primary sort. For example,
by clicking on the Preference column, then the Bonus column, and then twice on the
Hours column, the display would be sorted primarily by the number of hours, highest to
lowest, then by Bonus (lowest to highest), and then by Preference, lowest to highest.
Clicking on one of the date column headers brings up a pop-up menu that allows you to
sort that column by one of:
Shift Start
Shift End
Shift Length
The settings that you currently have active for sorting can be displayed using the Filter
and Sort Settings controls above the table showing your bid options.
You can scroll through the contents of the Filter and Sort Settings area using the scroll
controls at its right side, or click the
button to expand the area to show all your
current settings:

50
My Requests
You can also filter requests. To create a filter:

1
Click the
button.
The Request Filter Configuration window opens.

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My Requests
Select the options as desired for shifts and schedules, activities, and skills, and click
Save.
The available options provide a great flexibility for filtering, and are described in the
following table:
Option
Description
Shifts and Schedules

Template Name
You can filter on the name of the template assigned to the

biddable schedule.
NOTE: The names assigned to biddable schedules have
two possible sources. If filtering on the template name
does not seem to work correctly, try filtering on the shift
name (described later in this table).
Availability
You can filter on the number of instances of a particular

template that have not yet been bid upon. (Refer to the
column Available on the My Bid Options tab.) Choices
are:
Any Number of Options

No filtering will be done for this characteristic.
Equal To
Causes a field to appear where you specify the
number of instances.
No More Than
No Less Than
Between
Causes two fields to appear, where you can
specify the range of instances.

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My Requests
Option
Description
Schedule Length
You can filter on the length (in hours) of a particular

template. (Refer to the column Hours on the My Bid
Options tab.) Choices are:
Any Length
Equal To
number of hours.
No More Than
number of hours.
No Less Than
number of hours.
Between
specify the range of the number of hours.
Shift Name
Similar in use to the Template Name option described

previously.
Shift Length
You can filter on the length (in hours) of a particular shift

(the number of hours on a particular day). Choices are:
Any Length
Equal To
number of hours.
No More Than
number of hours.
No Less Than
number of hours.
Between

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Option
Description
Shifts Starting
You can sort on the time that a shift starts. Choices are:
Any Time
At
Causes a time selector to appear, where you can
select the exact shift start time on which you
want to filter. A checkbox Match all shifts in
schedule also appears, which filters all of the
shifts in the schedule based on the same time
constraint.
Not After
select the time at or before which the filtered
shifts should begin (similar to a less than or
equal to constraint). A checkbox Match all shifts
in schedule also appears, which filters all of the
constraint.
Not Before
select the time at or after which the filtered
shifts should begin (similar to a greater than or
constraint.
Between
Causes a time range selector to appear, where
you can select a time range between which the
filtered shifts should begin. A checkbox Match
all shifts in schedule also appears, which filters
all of the shifts in the schedule based on the
same time constraint.

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My Requests
Option
Description
Shifts Ending
You can sort on the time that a shift ends. Choices are:
Any Time
At
select the exact shift end time on which you
constraint.
Not After
shifts should end (similar to a less than or equal
to constraint). A checkbox Match all shifts in
constraint.
Not Before
shifts should end (similar to a greater than or
constraint.
Between
filtered shifts should end. A checkbox Match all
shifts in schedule also appears, which filters all
of the shifts in the schedule based on the same
time constraint.
Activities
Activity Name
You can filter on the name of up to two activities within

the schedules displayed. For example:
Break
CKA
Late
Learning Break

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My Requests
Option
Description
Length
You can filter on the length (in hours) of a particular

activity. Choices are:
Any Length
Equal To
number of hours.
No More Than
number of hours.
No Less Than
number of hours.
Between

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My Requests
Option
Description
Starting
You can sort on the time that an activity starts. Choices

are:
Any Time
At
select the exact activity start time on which you
constraint for that activity.
Not After
shifts should begin (similar to a less than or
Not Before
shifts should begin (similar to a greater than or
Between
filtered shifts should begin. A checkbox Match
all shifts in schedule also appears, which filters
all of the shifts in the schedule based on the
same time constraint for that activity.

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My Requests
Option
Description
Skills
Skills Associated with
Shift
Displays a two-column table listing the skills you have.)

Select (or multi-select) the skills on which you wish to
filter and click
to move the skill(s) to the Selected
Skills column (or
to remove a skill from the
Selected Skills column.
Additional radio buttons allow you to specify

whether you want to filter for an exact match for the
skills youve selected, or whether you want to see
other possible matches. The available radio buttons
are:
At Least These Skills

You want to see any shifts which include the
selected skills.
At Most These Skills

You do want to see any shifts which include
skills other than the ones youve selected, but
you do want to see shifts that might not include
all of the skills youve selected.
Exactly These Skills

You only want to see shifts which include the
selected skills.
Creating Shift Requests and Changes

The Requests Management module also allows you to manage shift requests and
changes.
By clicking the Shift Requests & Changes button, you can create a variety of requests.
You can:
Create a new shift request
Create an overtime (OT) request (a normal shift marked completely as OT)
Create a request to add an OT extension or normal extension at the end or start of an

existing shift
Change an existing shift (shrink or extend the length of shift by choosing a different shift, or
adding extensions before or after the shift, or changing the shift type or shift start time)

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My Requests
To create such a request:

1
request types.
Select Shift Requests & Changes; a pop-up window appears allowing you to create a
new request of the desired type.
In the container at the top of the window, specify the request parameters using the
following fields:

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My Requests
Start Date: The date selector for the start day of the shift. Once a day is
selected, the system can determine whether the request type will is New Shift (if
there is not already a shift on that day), or Shift Change (if there is already a
shift on that day). Whenever you change the day, the rest of the page is
reloaded with the details for that day.
Start Time: This can be used to set or change the start time of the shift.
Shift: This drop down list box lists available shifts for selection using your
available work patterns, as well as the shift already assigned to you on that day
(if any).
Duration: Numeric read-only field. This field is pre-populated with the duration
from the work pattern of the shift selected above.
End Date: Read-only datetime display calculated dynamically using the start
Activity: List of activities available to be requested.
date, start time, and duration.
NOTE
If this is a New Shift request, and the dialog was opened from the Net Staffing
ribbon on the schedule page, it only lists activities that have a Net Staffing
shortage, and the default selection is the activity linked to the queue with the
greatest shortage. However, when coming from the Requests page, there is no Net
Staffing context, so you can request any of your activities at any time.
NOTE
In addition to listing your available activities, the list also includes the activity that
you are already scheduled for on that day (if any).
NOTE
You cannot change the activity for a Shift Change request.
Mark Entire Shift As Overtime: Click this checkbox to mark the entire shift as OT.
When checked, the Extension Before Shift and Extension After Shift sections are
disabled (uneditable), and you will not be able to request an extension to the
shift.
Add Comment: Add any comment you wish to save with your request.
Creating or Editing Extensions Before Shifts and Extensions After Shifts

All the fields in this section are optional, and are editable only if you want to request a
new shift extension before or after the start time or end time of an existing shift. In a
Shift Change request, the fields reflect your current, scheduled extension(s).
NOTE
If the main shift is checked as Overtime, extensions before or after are disabled
(non-editable). In other words, you cannot request any extensions to an overtime
shift.

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These sections contain the following fields:
Type: This drop-down menu allows you to select available shift extensions
according to your available work patterns. If <none> is selected, the other
components in this section are ignored.
NOTE
Activity: List of available activities for requesting shift extension. This list contains
all of the same activities from the main shift section; it does not depend on the work
pattern OT extension definition. The list also includes any activity already assigned
to you for this overtime.
NOTE
The list includes any extension already assigned to you on that day.
Although the Calendar tab does not allow you to mix and match extension names
with any activity, you can do that here.
Duration: Numeric read-only field. This field is pre-populated with the duration
from the work pattern.
Gap: The desired gap (space) between the requested shift extension and shift start
time or end time.
Overtime: Click this checkbox to mark the extension as OT.
Changing Existing Shifts

You can request an increment or decrement in length of an existing shift by selecting a
different shift from among the available shifts, which is treated as a shift change
request. On approval, the existing shift is deleted and replaced with the new shift. You
can also effectively increase the shift length by requesting an extension before or after
the shift.
Shift Change requests are more limited than New Shift requests:
For Shift Change requests, if you were already scheduled for an extension before or after the
shift, the main shift and the extension cannot be changed. Only another extension can be
added.
If there were already two extensions scheduled for you on that day, nothing can be changed
for that day. You will get a message telling you which section(s) of the request dialog are
"locked."
In a Shift Change request, you can never change the Overtime setting or the Activity for the
main shift. If you are already scheduled for an Overtime shift, no changes are allowed for it
(the shift is locked in the dialog).
In addition to the standard restrictions already mentioned, various elements in this dialog can
be enabled or disabled depending on how your system administration has configured settings
for Shift Requests & Changes.

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My Requests
Escalating Denied Requests

If one of your requests is denied, and you would like your manager to reconsider, you
can escalate the request:
1
Click the Escalate icon (
)in the Actions column of the My Requests tab.
A Request Status Change window opens.

2
Enter an explanation why you are escalating this request in the Add Comment area.
Click Continue to send the escalated request to your manager.
The escalated requests status changes from denied to escalated, as shown by the
change in the icon in the Status column.
Viewing Request Notifications

Your administrators and schedulers can specify certain conditions that will cause
Workforce Management to send you an alert about such things as changes in your
scheduled activities, changes in the status of a request you submitted for time off, or
shift swapping, or, if your license includes it, optional shift bidding.
These alerts can take the form either of pop-up messages appearing on your
workstation, or an email.
In the case of emails sent to you about about your shift requests, the email includes a
link that allows you to view the request, as shown in the following graphic:
My Time Off Calendar

If your license includes Time Off Management, you can use this page to view personal
Time Off information in Calendar View.

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My Requests
To change the calendar being displayed:

1
Go to the Content Title area where there is a drop-down menu for the month and
year. Select the desired month or year; the page refreshes with the selected month
and year as the starting calendar.
The previous and next month can be chosen through the left and right arrow beside
the month and year drop-down menu.
This page supports two viewing modes:
Year at a glance
2 months
The 2-months mode displays two calendars that contain more detail, such as Hours
available, scheduled time off, and hours pending.
In addition, the 2-month mode has two possible display views:

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My Requests
My Time Off Pool
Personal
In 2-month mode, each day of the month contains three numbers displayed below the
calendar date:
hours allocated or hours available

In the My Time Off Pool display view, the hours allocated indicate the total number
of time-off hours allocated for that day to the current time-off pool.
In the Personal display view, the hours available indicate the remaining number of
time-off hours allocated for that day to the current time-off pool.
hours pending
In the My Time Off Pool display view, the number of time-off hours for that day that
have not been approved or denied for the entire pool. In the Personal display view,
the number of your time-off hours for that day that have not been approved or
denied.
scheduled time off

In the My Time Off Pool display view, the number of time-off hours approved for
that day for the entire pool. In the Personal display view, the number of your
time-off hours approved for that day.
The Time Off Calendar Legend is also displayed at the bottom of the page.
To create a new time-off request:
1
Click Create New Request on the toolbar; a pop-up window appears allowing you to
create a new time-off request.
My Time Off Report

If your license includes Time-Off Management, this tab allows you to view details on the
time off you have taken and the time off you have scheduled.
To view time off events, select the time frame for which you wish to view the time off
report.
The time off taken and scheduled time off events are displayed in different containers.

64
My Requests
Swap Board
The Swap Board page allows you to view Shift Swap postings. Click on the top of a
column to sort by the column. Click again to reverse the sort order.
A Shift Swap posting is an announcement by one person about the intention to swap with
someone else. A Swap Request is a contract between two employees, and has to be
approved by a manager.

65
My Requests
To view postings for a specific group:
Go to the View field on the top right area of the page and select the Group Type.
The support options are:
My PostingsShow only your postings.
All PostingsShow all available postings.
My CampaignShow postings that belong to your campaign.
My OrganizationShow postings that belong to your organization.

The options All Postings, My Campaign, and My Organization filter out postings with
which you cannot swap.
To view the skills of the employee who posted a specific request:
Click on the employee's name under the Name column for a specific Shift Swap
Request.
To create a new Shift Swap Posting, click Create New Posting on the toolbar and refer to
the detailed instructions on page 44.
You can edit and withdraw your own postings or pick up a posting from another
employee using the Actions column on this page.
Click the View Schedule button
in the Actions column to view your own schedule for
the date that matches the selected posting's shift date.
My Bid Options
If your license includes Shift Bidding, you can use this page to view available biddable
schedules for an auction and to create Shift Bid Requests.

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My Requests
To view schedules for a auction:
Select an auction from the list of available auctions shown in the browser box to the
right of the tab's title (Bid Options).
The page refreshes and displays the biddable schedules for the selected auction.
Policies
Use this tab to view Shift Swap, auto-processing, and filing rules. Depending on your
license, you might also see Time Off and Shift Bidding Policies.

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My Time
The Policies tab can show the following containers:
Time Off Management Policies:

States the policies associated with Time Off.
Shift Swap Policies:

States the policies associated with Shift Swap.
Shift Bidding Policies:

States the policies associated with Shift Bidding.
Auto Processing:
Displays information about all Auto Processing settings for your organization for
each Request Type.
Filing Rules:
Displays information about all Filing Rules for your organization for each Request
Type.
My Time
The My Time module of Workforce Management is part of the Time Off Management
feature. It is by default part of the Advanced Workforce Management solution, but can
be optionally added to the Operational Workforce Management solution. The section is
used to log your activities during the day, review your schedule, and view a log history
of your activities.

68
My Time
It contains the following tabs:
My Adherence
Schedule
Use the Schedule tab to view your scheduled activities for the day. Use the date selector
to update the data.
to select a different day and then click Refresh
You can also start or change your activities from this page. See page 70.

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My Time
Time Record
The Time Record tab is used to record your activities during the day.
When you first start your shift, you select an activity on this page. You will return to this
page when you change activities during your shift, and use it to end your shift at the end
of your workday. Your activities are displayed on the left side of the screen as you start
them.
Selecting an Activity
Use the Activity Selection section to start an activity or end your shift.

70
My Time
To start or complete an activity:

1
Select an Activity Type from the menu.
Select an Activity from the drop-down menu. Your most recent activities are listed
under the Recent Activity Type.
Type any notes or comments you want your supervisor to see regarding the activity
youve selected.
Click Start Activity. This completes the current activity (if any) and starts the new
one. The action also logs you onto or off of your device and makes an entry in the
Log History.
To end your shift:
Click End Shift. This completes your current activity and logs you off the system.
Logging out of Workforce Management will NOT end your shift or change your current
activity. You must use the End Shift button.
Starting Another Shift

If you end a shift and need to start another activity the same day, a new shift is created.
To start a new shift:
Start a new activity. A new shift is recorded.
Automatic Merging and Ending of Shifts

Workforce Management automatically merges shifts that have less than two hours
between the end of one and the start of the next into a single shift. They are separated
by a system-defined activity.
Workforce Management automatically creates an End Shift event if the duration of an
activity is more than ten hours. (This ten-hour setting can be adjusted by your
administrator.) A Start Shift event is recorded when the next activity begins.
Viewing Your Time Records

When you start an activity, a record is displayed in the left side of the page. The duration
of the activity is not displayed until you select a new activity or end the shift.

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My Time
Log History
Use the Log History tab to view a history of your activities.
Use the date selector

update the data.
to select a date range and then click the Refresh button

to
72
My Time
My Adherence
This tab shows your adherence data (how well you are conforming to your assigned
schedule) in a graphic form. In addition, it shows a summary of the data for the day.
There are three controls at the top of the page:
The Refresh Rate selector. You can have the data refreshed at specific intervals (5,
10, 15, 30, 45, or 60 minutes), or not at all. This selector is only visible when the
data being displayed is for the current day.
A date selector. The arrow buttons
one day at a time. A date selector
date.
and
allow you change the displayed date
allows you to immediately go to a specific
A refresh button (
). This button refreshes the data displayed on demand, and is
visible regardless of whether the data being displayed is for the current day.
The remainder of the page is divided into two major sections:
Adherence information graph
Summary

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My Time
Adherence Information Graph

Your adherence information (see the previous graphic) is shown on three lines, graphed
against the hours of the day in your time zone:
Scheduled: For scheduled activities.

Primary - ACD: For actual activities. (Your administrator might have renamed this
line.)
Exceptions: For adherence exceptions.
A colored cell in one of the first two rows indicates the type of scheduled/actual activity
for that time slot (the Legend button pops up a window that indicates the color for each
activity). A colored cell in the third row indicates that you are out of adherence for that
time slot (green indicates an approved exception, while orange indicates an unapproved
exception).
A fourth line might also be displayed, if your administrator has enabled it for you:
Secondary - Desktop: For supplemental/desktop activities. (Your administrator

might have renamed this line.)
Summary Information
The summary section contains the following data, with all values shown in HH:MM
format:
Approved Exception Hours: The total duration of all approved exceptions for the
day.
Unapproved Exception Hours: The total duration of all unapproved exceptions
for the day.
Scheduled In-Office Hours: The total duration of all scheduled activities for the
day that do not map to the system-defined No Activity activity. When viewing the
current day, this value counts the scheduled hours up to the current time only.
The use of the term In-Office is not related to physically present employees vs.
work-at-home employees.
Exceptions during In-Office Hours: The total duration of all unapproved

exceptions for the day that occur during scheduled activities that do not map to the
system-defined No Activity activity. Only the minutes that overlap between the
exceptions and the scheduled in-office hours are counted.
Day's Adherence: The percentage of time during scheduled in-office hours that
you are in adherence. This value is calculated using the following formula: (1 (Adherence Exceptions during In-Office Hours / Scheduled In-Office
Hours)) * 100. When viewing the current day, this value counts the scheduled
hours up to the current time only.

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This calculation is computed using the exact underlying durations (with millisecond
precision) , rather than using the rounded values displayed in the table. Also, the
percentage is rounded to the nearest integer. Therefore, the value displayed may be
slightly different than the number you arrive at by your own calculations.
Rounding
Although seconds are not displayed in the Summary Table, if the underlying number of
seconds is greater than or equal to 30, the minutes value will be rounded up. So, if an
underlying duration is 7 hours, 59 minutes, 30 seconds, then it is displayed as "08:00"
(8 hours, 0 minutes, 0 seconds).
Current Day
When viewing the current day (today), the values in the Summary Table are only up to
the current time. For example, if you are scheduled for 8 hours from 9:00 AM to 5:00
PM, and the current time is 10:00 AM, the Scheduled In-Office Hours will be one hour
("01:00"). If that first hour is made up of of 30 minutes of adhering exceptions, and 30
minutes of non-adhering exceptions, the Approved Exception Hours will be "00:30," the
Unapproved Exception Hours will be "00:30," and the Adherence Exceptions during
In-Office Hours will be "00:30." The Day's Adherence will be 50%. As you can see, the
50% does not mean that half of the day is in adherence, but rather than half of the
scheduled time up to now is in adherence.
My Volumes
The My Volumes module is only visible if you are licensed for the Operations features,
and allows you to track current and historical work volumes. It contains two tabs:
Work
Track workload of various types as it arrives, is

completed, and pending (backlogged) through the day
and week.
History
View a history of your entered and completed work.
Work
Use the Work tab to track workload of various types as it arrives, is completed, and
pending (backlogged) through the day and week.

75
My Volumes
You can use this tab to view a summary of the work entered for you. You can:
Enter the amount of work checked out from a work queue and checked in when
completed
Track new work that arrives
View the status of each work queues inventory on an intra-day and/or intra-week
basis
There are 5 types of VCT events for which work can be entered; the work queue profile
determines which events are applicable for that given work queue.
ArrivalsTeam managers have the ability to add arrivals to work queues, which
increases their inventories by the arrivals number. The arrivals get transformed into
volumes through an Integration Server adapter.
InventoryProvides you with a net total of outstanding work for each work queue
of the organization at which you are working.
Check-OutIdentifies a quantity of inventory as being worked on by you.
Checking work out for a work queue or sub-work queue decreases the inventory
level of that work queue or sub-work queue by that value and increases Work in
Progress (WIP) by that value. Work can be checked out through this page.
Check-InWork that is tied to a work queue or sub-work queuethat has been
checked out can be checked back in. This process removes the amount from the
Work in Progress (WIP) tally for that work queue or sub-work queue by the value
of the Check-In. Work can be checked in through this page.
Work-In-Progress (WIP)Provides you a current net total of your work that has
been checked out for the work queue in question. (Check-Out increases WIP;
Check-In decreases WIP.)

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My Volumes
The default view of this tab allows new work to be entered for the current date and time.
You can click the Selected time radio button to display a date and time selector so work
can be checked out or checked in, or arrivals added, for a work queue at a particular
date and time in the past.
The Show Hidden button allows you to display those work queues your administrator
has chosen to hide by default on the Work tab.
History
Use the History tab to view a history of your entered and completed work.

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You can:
View history by event type, or can select [All Events] to view the history for all
events
Select the work queue to view or select [All Work Queues] to view all work
queues together
View the corresponding time that an entry occurred
Sort any of the columns
Edit the value of any unmanaged VCT Event except Set Inventory as long as it
does not cause inventory of that queue at subsequent times to fall below zero
Edit the Time field of any VCT Event except Set Inventory, provided that the
inventory of subsequent VCT Events do not fall below zero
Additionally, the Managed column for a row indicates that the Data Management adapter
has been run for that instance, and, if the event is an arrival, that it has been converted
into a volume for that work queue. For that reason, a managed row is not editable.
My Profile
Use the My Profile module to review your personal information, change your password if
desired, and view and set your schedule preferences.

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My Profile
Use the arrow buttons
to expand or contract each section.
Schedule Preferences
The Schedule Preferences tab allows you to specify or change your preferences on how
you are scheduled. These are your general preferences, and are not related to a specific
week or scheduling period.

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The page consists of three containers:
Start Time Preference
Day Off Preference
Over Time and Voluntary Time Off Preference

Although your manager and the Workforce Managements scheduling algorithms make an
effort to accommodate your scheduling preferences, there is no guarantee that your
preferences can be accommodated.
Start Time Preference

In this container fill in your first, second, and third shift start time preferences for each
day of the week. To designate a preference starting at an exact time, enter only the first
time in the range. To specify a preferred range of times, enter both the from and to
times.
The time periods you enter cannot overlap.
Select your general preference for starting early or late by clicking one of the radio
buttons:
No preference
Early
Late
Day Off Preference

Select your preferences for days of the week you have off and sort them in your
preferred order.
Select your general preference for which is most important, your preferences for a day
off or your preferences for a start time, by clicking one of the radio buttons:
Day off preferences are more important than start time
Start time preferences are more important than day off
They are equally important
Over Time and Voluntary Time Off Preference

Unforeseen variations can cause the need to revise schedules. Two possible ways to
revise a schedule involve either assigning over time, or sending people home early
(referred to as voluntary time off). This container allows you to express your
preferences for over time before the start of a shift or at the end of a shift, and for
voluntary time off at the beginning of a shift or at the end of the shift.

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My Profile
Accordingly, there are preference settings in this container:
Over Time Before Shift
Over Time After Shift
Voluntary Time Off at Shift Start
Voluntary Time Off at Shift End
For each of these, use the drop-down menu to the items right to set your preferences.
Possible choices are:
No Preference
Prefer
Do not Prefer
As noted previously, there is no guarantee that your preferences can be accommodated.

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Personal Information: Changing Your Password

Typically, you should not need to change any of the information shown on the Personal
Information tab, with the exception, perhaps, of your password. Use the Login Data
container of the Personal Information tab of the My Profile module to change your
password, as described on page 82.
Additional Information: User Defined Fields

When the organization-scoped license is enabled, your administrator can assign user
defined fields to employees, where the user defined field has been set up for specific
organizations. Only employees that belong to that organization can have those user
defined fields assigned to them.
This feature is useful in scenarios where the administrator wants to include specific
attributes for employees that are relevant in one organization but not another.
These user-defined fields are displayed on this tab. (If organization scoping is not
enabled, this tab is not seen.)
Depending on the type of field, you can overwrite values shown here, or use associated
drop-down menus to change the values.
Click Save to save your changes, or click Revert to undo any changes that you have not
already saved.
My Notifications
My Notifications provides a personal, read-only inbox for notifications sent to you by
other employees (for example, your supervisor or manager) or generated by an alert
rule.

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TIP
My Notifications
When you have an unread message, an envelope icon is displayed in the

toolbar. Click this icon to go to your My Notifications page from anywhere
in the suite.
Locate your notification. The most recent notifications are at the top of the list. If
you dont find what you need, its easy to change what you see in the list.
You can use the following options:
Sort your notification list. Click any column heading to change the sort order
from ascending to descending and back. For example, you can sort the flag
column (flag icon) to view all flagged notifications together.
Search your notifications for a specific word or phrase. In the Search box,
type a word or phrase and click Go.
Filter by notification type (with or without a status). In the Type box, select a
type. For example, you can use this filter to view all Internal messages or only
unread Internal messages.
Filter by sent date. To only view notifications sent in the last 30 days, select
the Sent check box. To increase or decrease the date time frame, change a date
by either typing a new date or clicking on the calendar icon to select a date.
Change the number of notifications in the list. Use the Viewing control at
the bottom of the page to limit the number of notifications displayed on the page
and to move forward and back through the list.

83
My Notifications
Your next action varies based on whether you want to delete or view a notification.
If you want to...
Then...
delete a notification
click a notification, and click Delete. This

procedure is complete.
view a notification
continue to the next step.
Do one of the following:
Double-click the notification.
Click the notification, and click View.
The Notification Details page is displayed.

.
Do one of the following:
To return to the My Notifications page, click Done.
To flag the notification for follow-up, click Flag.

On the My Notifications page, a flag icon will be displayed for this notification.
Viewing Notifications
This page serves as your personal inbox for notifications sent by other employees (for
example, your supervisor or manager) or generated by an alert rule. Each time you
access this page, the most recent notifications are at the top of the list.

84
My Notifications
The following notifications are always displayed in bold:
Emails with a status of Failed.
Internal (messages) with a status of Unread.
Pop-ups with a status of Failed.
Use this page to locate and select a notification to view or delete.
The following table describes the columns displayed on the page.

Column
Description
Type
Indicates the message type. Values include:
Email (from an alert rule)

Internal (message)
Popup (either from an alert rule or an internally sent
pop-up message)
For each type of message, shows an icon for the highest

priority notification; otherwise, this column is blank.
Email: Notifications with a High priority have an icon.

Internal (message): Notifications with a High priority
have an icon.
Popup: Notifications with a Confidential priority have
an icon.
Indicates whether a notification has been flagged for some

type of follow up.

85
My Notifications
Column (Continued)
From
Description
For each type of notification, identifies the sender:
Internal (message): Name of the employee.

Emails and Popups: Name of the alert rule.
Subject
Notification subject.
Sent
Date and time the notification was sent.
Status
Status of notification. Varies by notification type:
Read
Email: Delivered, Failed.

Internal (message): Read, Unread
Popup: Delivered, Failed
Date and time of the action listed in the Status column

with two exceptions.
When the Status is Failed for both email and popup
notifications, NA is used. When the notification is viewed,
NA is changed to the date and time.
Notification Details
Use this page to:
view the details of a notification, and
add or remove follow-up flags.
The following table fields are displayed on the page.

86
My Notifications
Field
Description
Details
From
For each type of notification, identifies the sender:
Internal (message): Name of the employee.

Emails and Popups: Name of the alert rule.
Sent
Day, date, and time the notification was sent.
Priority
For each type of notification, identifies the priority.
Email: Low, Standard, or High.

Internal (message): Low, Standard, or High.
Popup: Normal, High, or Confidential.
Subject
Subject of the message.
Message Body
Text of the message.
Properties
Type

Expiration Date
Email (from an alert rule)

Internal (message)
Popup (either from an alert rule or an internally sent
pop-up message)
Date the notification will be automatically deleted from

your notification list by the system.
Status
Status of notification. Varies by notification type:
Read
Email: Delivered, Failed

Internal (message): Read, Unread
Popup: Delivered, Failed
Date and time of the action listed in the Status column

with one exception. When the status is Failed for Pop-up
notifications, NA is used.

87

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Avaya Aura Workforce Optimization

Welcome to Workforce Management . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5

The My Home Module . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19

Workforce Management Agents Guide

Chapter 1 - Welcome to Workforce Management

Time Off Management (TOM)A web-based module allowing employees to request

Advanced ScorecardsA superset of the scorecards found in Basic Scorecards, as

Learning Lesson ManagementEnables employees and supervisors to access

Multi-ContactEnables forecasting and scheduling for additional media other than

Workforce Management Agents Guide

Chapter 1 - Welcome to Workforce Management

Our Performance Management Series Workforce Management Package is similar to the

Volume Capture (part of the Operations functions mentioned above)

Forecasting and Scheduling Impact 360 Express Workforce Management

Planning, Adherence, and Management Impact 360 Express Workforce

Workforce Management Agents Guide

Chapter 1 - Welcome to Workforce Management

Workforce Management Agents Guide

Chapter 1 - Welcome to Workforce Management

Logging into Workforce Management

Logging into Workforce Management

To start Workforce Management:

Workforce Management Agents Guide

Chapter 1 - Welcome to Workforce Management

Navigating in Workforce Management

Navigating in Workforce Management

The topmost level of navigation consists of modules, such as the following:

General controls are located above the navigation bar:

Workforce Management Agents Guide

Chapter 1 - Welcome to Workforce Management

Navigating in Workforce Management

Employees typically have access to the following Workforce Optimization Suite

You can view your own schedule, your groups schedule,

Allows you to review and update your personal information.

Workforce Management Agents Guide

Chapter 1 - Welcome to Workforce Management

Navigating in Workforce Management

Click the button facing left (

) to expand the right pane into a full page display.

Workforce Management Agents Guide

Chapter 1 - Welcome to Workforce Management

Navigating in Workforce Management

Expanding and Collapsing Lists

Workforce Management Agents Guide

Chapter 1 - Welcome to Workforce Management

Navigating in Workforce Management

Selecting Items in a Drop-Down Menu

The type of drop-down menu is indicated with the following buttons:

Once youve finished multi-selecting, click

Workforce Management Agents Guide

Chapter 1 - Welcome to Workforce Management

Navigating in Workforce Management

Expanding Truncated Text

Workforce Management Agents Guide

Chapter 1 - Welcome to Workforce Management

On the Options tab, select Print frames as laid out on screen.

Preferences allow you to choose the following display options:

Default Languageavailable languages are determined by your license and made

Workforce Management Agents Guide

Chapter 1 - Welcome to Workforce Management

System Management modules Administration sections General sidebar element. If

Default Regional Formatsets the default format for:

Date (short and long formats, order, separator)

Time (12 or 24 hour and relevant symbols, separator, leading zero)