The only limit is the number that you are licensed for.

No. The licensing mechanism only takes into account active employees in the database. When an employee leaves the organization, deactivate them by giving them an end date. After that date, they are not counted towards licensing (and they cannot be scheduled) .

Yes. User termination and deletion are two ways of discarding user data in the system. Terminated or deleted users are no longer visible on user lists.

Determine whether an employee should be terminated or deleted:

• Delete an employee who is leaving the company permanently. You can also delete employees that have no meaningful data, such as duplicate records and test records. Delete new employees who never worked at the company or who left the company before doing any substantial work. Deleting a user permanently removes the user's definitions, though their statistics can be retrieved in a limited fashion.

• Terminate employees who have data that you want to retain. This could include employees who are leaving temporarily (such as for a prolonged leave of absence), but are expected to return.

You can reactivate terminated employees at a later time. Reactivating a user will spare you the process of redefining the user from scratch. Reactivation also keeps all user statistics intact.

Since all definitions and statistics of terminated users remain available, these users can be searched for and viewed in reports and forms Tool used in the Interaction and Analytics application to evaluate employee performance, and to assess the interactions from the customer’s perspective..

Yes. There are 10 User Defined Fields (UDFs). To define these fields, go to System Management Module that allows performing suite-wide system management activities from a single, Web-based application, the Enterprise Manager.. Under General Settings, select General. These fields are under the User Defined Fields section.

This is where you link specific employees to a scheduling period.

You can link all or specific employees associated with the organizations defined for the scheduling period:

• To link all employees from all organizations defined for the scheduling period, when you create a scheduling period, select the option, Use All Employees in Linked Organizations.

• To link specific employees from the organizations defined for the scheduling period, go to Forecasting and Scheduling. Under Employees, select Profiles. Select the campaign Collection of scheduling periods in WFM, which are defined time periods where specific employees target specific workloads. and scheduling period to which you want to link employees. Select Add Employee to SP. The employees displayed are associated with the organizations defined in the Organization field in the Settings workspace Area within an application window where the user interacts with the program. under Campaigns. You can only select employees associated with these organizations. Select the employees you want and select Add.

Yes, but only a limited amount of information can be changed. You can change the following: min/max hours, ranking Rating of a specific interaction in the search results in Speech Analytics, which is determined by the number of instances of the search term within the interaction, and the interaction’s individual score., proficiency, work pattern Set of shifts in WFM (usually a weekly set of shifts) that are assigned to employees. A work pattern typically includes one or more shifts and possible days off for one week. links, and skills.

Yes. The WFM application will not override any shifts that were created by another campaign.

No. Employees can only be assigned one shift Work period in WFM that has a definite length. assignment each day.

You can create an unavailability event for employees, which is a special type of event that indicates an employee is unavailable for scheduling. From the calendar, select the employees for whom you want to create the unavailability event Scheduled event in WFM that indicates an employee is unavailable for scheduling. The scheduling engine does not schedule a shift that overlaps with an unavailability event.. From the details pane, select Add and then Unavailability, and complete the fields for the unavailability event.

To create a series of unavailability events (instead of a single instance), select Recurring and specify the days and times the event should recur in the series. For example, you know that an employee is unavailable due to medical reasons from 8:00-10:00 AM during the scheduling period. Therefore, you can schedule an unavailability event manually for that employee during that time period.

To add multiple employees to the unavailability event, select the relevant employees on the Attendees tab. When you are done, select Save.

Yes. By default, vacation hours are set to 8 hours, but you can edit this value. The WFM application also counts the hours set for vacation towards meeting the minimum and maximum paid hours for the week. To allocate all or some hours of a work event to vacation hours, double-click the event. From the details pane, select Make employee absent, and then Vacation. After creating the Vacation unavailability event, enter the time range and duration for the vacation hours and select Save.

The Proficiency setting defines a value for the general work proficiency level of employees, using the following scale:

• 0.5: Employee is above average at work. It takes them half as long as the defined Average Handle Time (AHT) to complete their work. The system considers this value as the work of two employees.

• 1.0: Employee is average at work. They complete their work within the Average Handle Time (AHT). The system considers this value as the work of one employee.

• 2.0: Employee is below average at work. It takes them twice as long as the defined Average Handle Time (AHT) to complete their work. The system considers this value as the work of one half of an employee.

The proficiency level is used in creating skill Defined level of knowledge that an employee needs in order to handle a defined workload in WFM.-based schedules.

No. It is up to you to define and enter that information.

You are setting a preference for certain start times, days off, or a certain work pattern.

Yes. You can set a preference for a shift by creating a work pattern that contains only that shift.

Yes, from the User Management Module that an administrator uses to create a profile for each employee in their organization. module, under Employees and Schedule Preferences, you can set employee start time preferences on specific days, day off preferences, and Overtime (OT) and Voluntary Time Off (VTO) preferences.