Delete an activity

You delete an activity from an agent’s schedule by inserting another activity with the same start and end times over it.

EXAMPLE   An agent has a team meeting assigned exception on his schedule that runs from 9:00–10:00 AM on Tuesday. However, after the schedule is run, the team meeting is canceled. In order to remove the team meeting from the agent’s schedule, the scheduler inserts In Service time that runs from 9:00–10:00 AM on Tuesday.

If the activity is an assigned exception, it can also be removed by deleting it from the Assigned Exceptions table on the agent’s Users page (see Manage users). However, this leaves a gap where nothing is scheduled for the interval where the exception had been. In order for the agent to remain scheduled continuously without a gap, you must do one of the following:

• Rerun the schedule.
• Open the Agent Schedules page and fill in the empty portion with another activity or drag the In Service activity left or right to fill in the gap.

BEST PRACTICE   Always delete activities from the Agent Schedules page and not from the Assigned Exceptions table. The only reason you might delete an exception from the Assigned Exceptions table is that the exception was created in version 10.3 or earlier. These exceptions are not automatically updated or deleted when changed or deleted in version 10.4.