Workflow: Set up work rules

Define work rules Rules in WFM that determine how employees are scheduled, and reflect both the needs of the organization and the individual employees. and patterns that reflect both the needs of your organizations and your individual employees. Employees are assigned work patterns that combine various shift Work period in WFM that has a definite length. lengths, start and stop times, shift events and specific rules. The scheduling engine uses these work patterns to generate schedules.

1. Create a shift event

   Create a shift event, which is a time period when employees are scheduled for specific activities, other than the main shift activity Core component of both schedules and time records in Workforce Management (WFM). When an employee performs any kind of work, activities specify the scheduled work and capture employee adherence to their schedule.. Shift events can be either productive or unproductive. For example, Phone and Email can be both a shift and a shift event. Breaks and Lunches can only be shift events. You can use each shift event in many different shifts.

2. Create a shift

   Create a shift, which is an interval of time for which an employee is scheduled to perform work. Shifts are associated with an activity, which defines the type of work that is to be performed during the shift (such as phone time or research). A shift can contain multiple shift events.

3. Create a shift collection

   To control costs around specific shifts, create a shift collection Group of back-office Contributions from one or more employees connected to a single customer or account captured by DPA. Collections are used for analyzing and improving back-office efficiency and quality., which is a group of shifts. Once a shift collection is defined, set shift constraints Feature in WFM that assists in limiting the number of shifts scheduled for each day for an organization during a specific date range for all of the shifts in a shift collection. for each collection from the calendar. The shift constraints limit the number of shifts scheduled during a selected scheduling period for all of the shifts in the shift collection.

4. Create a VTO event

   and Create an OT extension

   To adjust staffing, use Overtime (OT) extensions and Voluntary Time Off (VTO) events in your scheduling plans. OT extensions can be added before or after a shift to extend employee work time. VTO events can be added at the beginning or end of an employee shift to reduce employee work time.

5. Create a work pattern

   Create a work pattern, which is a set of shifts. A work pattern includes one or more shifts and possible days off for one week. The scheduling engine can only schedule employees who have at least one work pattern assigned to them. Only work patterns, not individual shifts, are assigned to employees.

6. Create a rotation

   To assign employees a specific repeating sequence of work patterns, use rotations. Rotations override work patterns. When rotations are assigned, work patterns that were previously assigned are ignored.

7. Create an assignment rule

   For work environments that have complex work rules, rotations, or fairness needs due to employee or union requirements, create assignment rules. Assignment rules supplement work patterns. Employees must be assigned at least one work pattern or rotation before applying assignment rules for that employee.

8. Create a project work rule

   Create a project rule, which defines the length of time and time period in which you want employees to perform a project activity. Use project work rules when you have flexibility about when the work is done and who does the work.

9. Create a time bank

   Create a time bank, which allows employees to work longer hours during busy times and fewer hours during slower times. Employees bank hours when they work more than usual, and subtract hours when they work less than usual.

10. Workflow: Assign work rules to employees

    After defining work rules in the system, assign the relevant work rules and work-related parameters to employees. These rules and parameters determine how an employee is scheduled.