When creating work patterns from the Work Administration module, this is a read-only field that displays the organization for which the work pattern is created (the selected organization).

NOTE: This field only appears when creating work patterns from the Work Administration module, under Work Rules.

When creating work pattern exceptions from the Forecasting and Scheduling module, this is a read-only field that displays the campaign Collection of scheduling periods in WFM, which are defined time periods where specific employees target specific workloads. for which the work pattern is created.

NOTE: This field only appears when creating work patterns from the Forecasting and Scheduling module, under Work Rules.

Defines the name of the work pattern.

For example: FT 9 hr; PT Flex No Weekend; FT 8-hr w/ResearchDays

Optional: Describes the work pattern.

For example: Full-time 9-hour shifts with no weekends and 1 research day.

Defines the time variation allowed between start times of the shifts, within which the system tolerates the difference between the start times.

For example:

• If Consistency Tolerance is set to 0, start times of shifts must be identical. The system does not tolerate any variance between the start times.

• If Consistency Tolerance is set to 15, shifts can start within 15 minutes of one another. The system is tolerant of inconsistent start times of up to 15 minutes.

  In this example, shifts that start at 8:00, 8:05, 8:10 and 8:15 are all within a 15-minute consistency tolerance.

  If the shifts start at 7:45, 8:00, and 8:15, they are outside the consistency tolerance. The greatest difference between shifts (7:45 and 8:15) is greater than 15 minutes.

Defines the type of employee assigned to the work pattern.

Values include: 10-4, Contract, Full-time, Part-time, Seasonal, Supervisor.

Defines the type and duration of the work pattern.

Values include: Week, 28 Day Month, 29 Day Month, 30 Day Month, or 31 Day Month.

Note: This field only appears if you have the Monthly Forecast Feature in WFM used to estimate the required resources for a specific scheduling period based on historical data. The data in a forecast includes interaction and work volume, and Average Handling Time (AHT). and Rules license. If you do not have this license enabled, the work pattern is defined for a week only.

Work Days / Consistency

Specifies the days that could be scheduled as days off in the work pattern.

Note that this sets a possible or recommended work pattern - the scheduling engine determines the optimal schedule in order to meet defined service goals Goals in WFM that allow determining how quickly work should be handled, including service level, Average Speed to Answer (ASA), and deadline goals..

For a weekly work pattern (Work Pattern Type = Week), the days are displayed as days in a week (for example: Monday-Sunday).

For a monthly work pattern (Work Pattern Type = 28, 29, 30, or 31 Day Month), the days are displayed as numbers of days in the month (for example: 1-30).

Defines the minimum number of days in a row that are scheduled as days off in the work pattern.

Defines the maximum number of days in a row that are scheduled as days off in the work pattern.

Shift

Name of the shift Work period in WFM that has a definite length. added to the work pattern.

To add a shift to the work pattern, select Add, select the shifts and select Add Selected Shifts.

Specifies the days that could be scheduled as days off of the shift.

For example, you might want to set possible days off for a longer shift to be every other day, altering it with a shorter shift.

Note that this sets a possible or recommended shift pattern - the scheduling engine determines the optimal schedule in order to meet defined service goals.

For a weekly work pattern (Work Pattern Type = Week), the days are displayed as days in a week (for example: Monday-Sunday).

For a monthly work pattern (Work Pattern Type = 28, 29, 30, or 31 Day Month), the days are displayed as numbers of days in the month (for example: 1-30).

Defines the minimum number of days in a row that are scheduled as days off for the shift.

Defines the maximum number of days in a row that are scheduled as days off for the shift.

When shifts are expanded:

Defines the shift start time group to which the days in the work pattern belong. All days within the same group (defined by the values 1-7) will have their shifts start at the same time.

For example, you want the shift to start at the same time on Monday and Tuesday. Set these days to (group) 3. (It does not matter which group they belong to - as long as they belong to the same group.)

This specific shift is defined to start any time between 8:00 AM and 10:00 AM. Therefore, the scheduling engine can select for the shift to start any time between 8:00 AM and 10:00 AM on these days, but it must be the same start time on both of these days.

For weekly work patterns, the days in the work pattern are the days of the week (Monday-Sunday, for example).

For monthly work patterns, the days in the work pattern are the number of days in the defined monthly work pattern (28, 29, 30 or 31).

A null value (--) means that the day does not belong to any shift start time group.

Extends the shift start time group rule to also include consistent shift event Time period in WFM when employees are scheduled for specific activities, other than the main shift activity. Shift events can either be productive or unproductive, and can be associated with activities such as Phone, Email, Break and Lunch. start times (in addition to consistent shift start times). This setting only refers to the same shift events within the shift.

VTO Events

Name of the VTO event Voluntary Time Off (VTO) event in WFM, which can be added at the beginning or end of a shift to reduce employee work time. added to the work pattern.

Defines the recommended start time of the VTO event for the work pattern:

• Start of Shift: VTO event should start at the beginning of the shift.

• End of Shift: VTO event should start at the end of the shift.

• Start or End: VTO event can start either at the start or end of the shift.

Name of the OT extension Overtime (OT) extension in WFM, which can be added before or after a shift to extend employee work time. added to the work pattern.