Manage Workspace Schedule

The work schedule can be defined for the Workspace as a whole or for individuals in the Workspace, including normal working days and hours, vacations, and holidays, by selecting Administration | Workspace | Calendar and Scheduling.  In addition, a second shift can be defined for the entire Workspace or for individuals in the Workspace.

To define the work schedule:

1. Select Administration | Workspace | Calendar and Scheduling.  The Calendar and Scheduling page is displayed.
2. The current Workspace name is displayed in the drop-down in the Work Schedule section.  If other schedules were created in the current Workspace, they are also displayed in the drop-down. The Workspace radio button is populated by default. If you wish to set a schedule for an Agent in the Workspace, you must select the Agent radio button. To set the work schedule for a different Workspace, select the Workspace from the drop-down field. The drop-down displays all of the schedules created under the current Workspace only.

Note

If a work schedule is defined for an Agent, the Agent's work schedule is used in determining availability.  If there is no work schedule for an Agent, the Workspace work schedule is used.

3. Click the Add or the Edit button.  The Work Schedule page is displayed.
4. FootPrints allows you to define more than one work schedule per workspace. In the Custom Work Schedule section, name this schedule.
5. To define the Workspace Work Schedule, select options in the following sections on this screen:

• Normal Work Week—Define the normal work days and working hours for the Workspace.  For each day of the week, do the following:
• For each day worked, check the Work Day box and select a time range by entering start and stop times in the drop-down boxes.
• For 24-hour work days, check the 24 Hour Day option.
• Use the Toggle shift button to set a second shift work schedule.  The Toggle shift button displays a second set of work schedule times for the selected day.
• Holidays/Exceptions—Define special days when the normal work days and hours are not in effect.  
• Add New Holiday/Exception—To add a new holiday or exception to the Workspace calendar, specify the following:
• Type—For days off, such as a holiday, select Day Off. For extended closing periods, select Date Range.  For half-days or other exceptions (including, for example, a special Saturday that is worked), select Partial Day.
• Name—Give the holiday or exception a name, like Independence Day, Closed for Inventory, etc.
• New Date—Provide the date of the holiday or exception.
• End Date—When Date Range is selected, also provide the date when the holiday ends (this should be the last day of the holiday, not the first day back).
• Start Time/End Time—When Partial Day is selected, you must provide the start and end time of the special time that is included in the work schedule (not the time that will not be worked).  This is useful when you need to define additional work days for a busy season or to define a half-day. For example, if 8am-12pm is selected on a day where the normal work hours are 8am-5pm, the default Agent's schedule only shows availability for 8am-12pm for that day.
• Click Add New to add the holiday or exception.
• Modify Existing Holiday/Exception—To modify an existing holiday or exception, select it from the list and click Modify.  The characteristics of the holiday/exception populate the options in that section.  Make the changes.
• Delete Existing Holiday/Exception—Select the holiday/exception to delete and click Delete.
• Reporting Options—Using these reporting options only make sense when you have the same number of work hours defined for each day in the week.
• Make this the default work schedule—If you wish to use the schedule you've defined for the Workspace when calculating the age of issues for reporting purposes, check this box.  
• Time Format—Define the format for presenting time-based calculations for reporting.
• Define Work Day—Define the number of hours in a work day for reporting calculations.  If the Time Format is specified as "Days, Hours, Minutes" and the work schedule is in effect, then a work day is defined as the number of hours you specify in the Define Work Day field.
• SLA Options
• Define Work Day—Define the number of hours in a work day for reporting purposed when defining reports for SLAs.  One day of work schedule time is configured to be equal to this many hours of the work schedule time calculating the SLA due date, not the next day for which work is scheduled.

5. To apply any changes made in this section, enter your password and click GO.