Schedule map

The schedule map window contains the agents as well as their schedules and breaks. It has a toolbar and a schedule area.

ScheduleMap.png

A schedule entry contains the start time and end time of the entry and its color reflects the service.

Note: In a multi-service environment, the entry color reflects the average color of the services where the agent is working.

The tooltip of each schedule entry resumes the entry (place the mouse on a schedule entry to see the tooltip). It indicates the agent's name, entry date and time and the name of the shift where the agent is working.

Tooltip.png

Type of entries:

  • Break Entry - Represents a break (between schedules) for an agent.
  • Vacation Entry - Represents an agent in vacation for that day.
  • Absence Entry - Represents that the agent is in a planned absence for that day.
  • Constraint Entry - Represents that the agent has a day constraint in that day (the agent has a leave on that day due to a constraint). Constraints are different from Absences in the way that they represent permitted leaves (that do not count for the number of working days of the agent).

 

Toolbar

The toolbar has the following buttons:

  • Toolbar_add.png - New Schedule entry: Adds a new entry to the schedule map. 
    • Select the entry type:
      • Schedule
        Toolbar_NewScheduleEntry.png
        On the pop-up window:
        • Select the desired service, from the drop-down menu.
        • Select the agent, from the drop-down menu.
        • Select the start date.
        • Insert the start time.
        • Insert the duration.
        • Insert how many days this new entry will be replicated.
        • Click OK to proceed.
      • Shift
        Toolbar_NewScheduleEntry_Shift.png
        On the pop-up window:
        • Select the desired shift, from the drop-down menu.
        • Select the agent, from the drop-down menu.
        • Select the start date.
        • Insert the end date.
        • Click OK to proceed.
      • Break
        Toolbar_NewScheduleEntry_Break.png
        On the pop-up window:
        • Select the desired service, from the drop-down menu.
        • Select the break type, from the drop-down menu.
        • Select the agent, from the drop-down menu.
        • Select the start date.
        • Insert the start time.
        • Insert the duration.
        • Insert how many days this new entry will be replicated.
        • Click OK to proceed.
      • Extra Time
        Toolbar_NewScheduleEntry_ExtraTime.png
        On the pop-up window:
        • Select the desired service, from the drop-down menu.
        • Select the Agent, from the drop-down menu.
        • Select the start date.
        • Insert the start time.
        • Insert the duration.
        • Click OK to proceed.
  • Toolbar_refresh.png - Refresh Schedule(s): Refresh the schedule(s) displayed.
    Warning: All pending manual changes will be lost, if not saved.
  • Toolbar_options.png - Options: Allows you to change the display time interval:
    ScheduleOptions.png
    On the pop-up window:
    • Change the grid interval, from the drop down menu.
    • Check if Intra-Day time range is relevant (the time interval to be displayed).
      • If you checked Intra-Day time range, the pop-up will expand:
        ScheduleOptions2.png
      • Insert the From and To hours and minutes.
    • Click OK to apply changes.
  • Toolbar_undo.png - Undo action: Undo the manual changes made to the schedule map.
  • Toolbar_save.png - Save change: Apply the changes made manually to the schedule map.
  • Toolbar_agent.png - Agent view: Displays the agent schedule(s):
    Agent_schedule.png
    Note: Click on Toolbar_agents.png to return to the agents view.
  • Toolbar_shifts.png - Shifts filter: Apply a filter to see only the agents and schedules that are operating in a specific shift.
  • Toolbar_teams.png - Teams filter: Apply a filter to only see the schedules of the agents belonging to a specific team.
  • Toolbar_services.png - Services filter: Apply a filter to only see the agents and schedules that are working in a specific service or services.
  • Toolbar_search.png - Search box: Search for an agent using any part of its name.

 Right-click on a shift to access the shift options:

Shift_options.png

On the menu you can: 

  • Copy Agent Plan: Copy an agent plan to paste on another date.
  • Copy Shift: Copy the shift to paste on another date.
  • Copy this Entry: Copy the specific entry to paste on another date.
  • Delete shift: Deletes the shift from the agent schedule.
  • Shift Properties: Displays the shift date and start time.
  • Schedule Entry Properties: Displays the shift duration.
  • Trade shift: Switch shift with another agent.
  • Clear agent plan: Deletes the agent plan.
  • Trade agent schedules: Switch schedule with another agent.
  • Service: Displays the shift's service. 

 

Right-click on a shiftless area:

Shift_options2.png

On the menu you can:

  • Copy agent plan: Copy an agent plan to paste on another date.
  • Paste a single day: Paste a copied shift into a specific day.
  • Paste multiple days: Paste a copie schedule.
  • Add shift: Add a shift on a specific date and time.
  • Clear agent plan: Deletes the agent plan.
  • Trade agents schedules: Switch schedule with another agent.

 

Schedule area

The schedule area contains the following:

  • ScheduleArea_goto.png - Go to date box: Select a date and instantaneously go to that day on the schedule map.
  • ScheduleArea_sort.png - Sort schedule: Sort the agents by login time in a given day.
  • ScheduleArea_move.png - Timeline scrollbar: Use the scrollbar to scroll through the scheduled days.
  • ScheduleArea_view.png - View Type button: Choose between viewing the schedule in an collapsed or expanded view.
  • ScheduleArea_zoom.png - Period selector: Select, from 1 to 7, the number of schedule days displayed in each schedule page (controlled by the Timeline scrollbar).