Managing the Weekly Pattern

The weekly pattern defines:

Defining the Pattern for a Weekday

Warning: After you define a weekly pattern, you won’t be able to change the number of minutes in an interval (unless you delete the weekly pattern).

To define the pattern for a particular day, follow these steps:

  1. From the Interval Manager Home page, click for the interval group that you wish to edit. The <Interval Group Description> page is shown.
  2. In the Weekly pattern section, click Edit. The Manage Weekly Pattern page is shown.
  3. Click Add. The Add slots section is shown.
  4. In the Day of week dropdown, select the weekday for which you wish to add the pattern.
  5. In the Start time and End time boxes, type the start and end time for the pattern, for example 08:00 AM and 08:00 PM.

  6. In the Max tasks (per interval) box, type the maximum number of tasks that can be assigned to a single interval.

    Note: You can change the value for specific intervals later. For example, you may wish fewer tasks to be booked over the lunch period because you have fewer agents working then.

    For now, enter a default value.

  7. In the Max agent-owned tasks box, type the maximum number of agent-owned tasks a task to be completed by the agent who books it that can be assigned to a single interval. This number cannot be higher than the number in the Max tasks (per interval) box.

    Note: This box only shows if agent-owned tasks are allowed for the interval group.

  8. The Max agents on tasks, Max idle agents, and Min idle agents boxes are redundant and awaiting de-release. Because these are mandatory fields, you must type a number into each field to proceed: type any number.
  9. Click Save.

Note: You can define more than one pattern for a weekday, although these patterns cannot overlap. For example, you could define two patterns for Mondays:

  • 8:00 AM to 4:00 PM
  • 4:00 PM to 8:00 PM

You could configure these patterns to allow a different number of tasks per interval and so on. For example, you could allow fewer tasks in the evening because you usually have fewer agents working then.

Editing an Interval

Once you have defined a pattern for a weekday, you can edit the settings for specific intervals.

EXAMPLE 

Jack has defined a pattern for Mondays 8:00 AM to 8:00 PM that allows 60 tasks per interval. However, between 11:00 AM and 1:00 PM, his call center has fewer agents available due to lunch breaks. As such, Jack edits the intervals between 11:00 AM and 1:00 PM to only allow 30 tasks per interval.

Note: You can also edit an interval for a specific day (for example, an interval on Wednesday 14 June rather than an interval on Wednesdays in general). For more information, see Managing Overrides.

To edit the settings for an interval in your weekly pattern, follow these steps:

  1. From the Interval Manager Home page, click for the interval group that you wish to edit. The <Interval Group Description> page is shown.
  2. In the Weekly pattern section, click Edit. The Manage Weekly Pattern page is shown.
  3. Click the interval that you want to edit. The Edit slot section is shown.
  4. Edit the details of the interval as required.
  5. Click Save.

Deleting a Weekday’s Pattern

Note: You cannot delete a weekday’s pattern if the interval group is associated with a workzone.

Deleting a weekday’s pattern does not cancel any tasks that agents have already booked to that weekday.

To delete the pattern for a particular weekday, follow these steps:

  1. From the Interval Manager Home page, click for the interval group that you wish to edit. The <Interval Group Description> page is shown.
  2. In the Weekly pattern section, click Edit. The Manage Weekly Pattern page is shown.
  3. Click for the weekday whose pattern you want to delete. A dialog box appears, asking you to confirm the deletion.
  4. Click DELETE.

Deleting the Weekly Pattern

Note: You cannot delete the weekly pattern if the interval group is associated with a workzone.

Deleting the weekly pattern does not cancel any tasks that agents have already booked.

To delete the entire weekly pattern, including any overrides that you have defined, follow these steps:

  1. From the Interval Manager Home page, click for the interval group that you wish to edit. The <Interval Group Description> page is shown.
  2. In the Weekly pattern section, click Edit. The Manage Weekly Pattern page is shown.
  3. Click . A dialog box appears, asking you to confirm the deletion.
  4. Click DELETE.