Insert an activity

The Insert Activity dialog box allows you to add an activity to agent schedules.

Follow these steps to insert an activity in one or more agent’s schedules.

NOTE   If the agent schedule conflict warning feature is not enabled (see below), any partial or entire conflicting activities will be overwritten by the new inserted activity.

Insert an activity (agent schedule conflict warning not enabled)

1. On the Agent Schedules page, display the agent schedule for the desired service queue group, service queue, skill mapping, team, or custom grouping.
2. Choose Actions > Insert Activity from the Agent Schedules toolbar or right-click an agent’s schedule and select Insert to display the Insert Activity dialog box with that agent already selected.
3. Complete the fields in the dialog box as described in the table below, and then click Insert to insert the new activity in the agents’ schedules.
4. Click Save to save the schedule change.

The following table describes the fields in the Insert Activity dialog box.

Field	Description
Agents	The agents involved in this activity. Click the Agent Selection field to choose one or more agents from the list. Only agents who are assigned to the team in your Main View appear in this list.
Remove button	Select one or more agents and click this button to remove them from the list.
Range	Choose a date range option.
Start Time	Enter the time and date when the activity begins. Time field—Displays 00:00 by default. You can type the start time in one-minute increments in the time field, or you can select the start time from the drop-down list in 15-minute increments. Date field—The date chosen for the activity. Default date is today.
Duration	The duration of the activity in hours and minutes. This option only appears when you select Start Time with Duration.
End Time	Enter the time and date when the activity ends. Time field—Displays 00:00 by default. You can type the end time in one-minute increments in the time field, or you can select the end time from the drop-down list in 15-minute increments. Date field—The date chosen for the activity. Default date is tomorrow.
Activity	Select the type of activity to be inserted in the schedule. NOTE   If you select Exception, the exception is saved to the agent’s Assigned Exceptions list on the agent’s Users page and will be included if the schedule is rerun. Also, inserting exceptions from the Agent Schedules page will not create an all-day exception, but rather partial-day exceptions.
Search Criteria	Select the specific activity type. The Select Type field appears only for activities that can be further specified.
Activity Metadata	(Optional) Assigns a metadata value to, or removes a metadata value from, the activity. Assigning or removing a metadata value here overrides the default metadata value that you assigned when you configured the activity. For more information about configuring metadata values, see Manage activity metadata values.
Paid	Select the Paid check box if the scheduled activity counts toward the agent’s number of hours worked during the week. The check box is selected or cleared by default depending on the activity you select.
Note	(Optional) Enter text to further describe the activity. This field appears only if the activity selected is an exception or project.

Agent schedule conflict warnings

If the agent schedule conflict warning feature on the WFM Global Settings page is enabled (see Configure system-wide WFM settings), you will receive a warning message if you edit a schedule so that the edit you make results in a conflict with an agent’s break, lunch, project, or exception. Your edit can be the result of dragging and dropping an agent’s activity, inserting an activity for one or more agents, or finding optimal times.

For example, if you insert an activity into multiple agents’ schedules, and one of those agents has a schedule conflict with the new activity, you see this message:

You can override the conflict, handle it manually, or cancel your edit.

If you choose to override the conflict, the activity you are inserting will completely or partially overwrite the agent’s previously-scheduled activity. For example, if an agent has a half-hour lunch scheduled for 9:30 AM to 10:00 AM, and the activity you are inserting runs from 9:15 AM to 9:45 AM, the agent’s lunch break is shortened by 15 minutes to 9:45 AM to 10:00 AM.

If you choose to cancel the schedule edit, your Insert Activity action is canceled completely. You can start again using a different time for the activity.

If you choose to handle the conflict manually, you are given the opportunity to edit the agent’s schedule by dragging the conflicting activity to another time so the conflict is resolved. In this same example, the agent’s lunch break can be dragged to start at 10:00 AM instead of at 9:30 AM to avoid conflicting with the inserted activity.

After you have moved the conflicting activity, you click Retry to insert the activity in the conflicted agent’s schedule. If there is no longer a conflict, the activity is inserted and you can click Save to finalize the schedule change.

Insert an activity opting to override conflicts

1. In the Agent Schedules page, choose Actions > Insert Activity from the Agent Schedules toolbar or right-click anywhere on the schedule page and select Insert to display a blank Insert Activity dialog box.
2. Complete the fields in the dialog box as desired and click Insert to insert the new activity in the agent’s schedule.
3. If there are conflicts, click Override in the warning message to ignore the conflicts and insert the new activity over the conflicting activities.
4. Click Save to save the schedule change.

Insert an activity opting to handle conflicts manually

1. In the Agent Schedules page, choose Actions > Insert Activity from the Agent Schedules toolbar or right-click anywhere on the schedule page and select Insert to display a blank Insert Activity dialog box.
2. Complete the fields in the dialog box as desired and click Insert to insert the new activity in the agent’s schedule.
3. If there are conflicts, click Manual Handlingin the warning message. The agent schedules are loaded with the conflicted schedules pinned at the top of the page, marked with an exclamation point in a red circle.
4. Move activities as necessary to clear the conflicts. For more information about moving activities, see Edit schedules with drag and drop.

5. When all the conflicts are resolved, click Retry on the toolbar to insert the new activity in the conflicted agents’ schedules.

   NOTE   If there are some agent schedules you prefer to override rather than handle manually, leave them conflicted when you click Retry. You will receive another warning message. Choose Override to override those particular schedules.

6. Click Save to save the schedule change.

Time off allotments and vacation plan considerations

Calabrio ONE does not allow users to submit time off requests for dates in the past. To correctly categorize an agent’s absence as time off, you might decide to insert an exception into the agent’s schedule after the absence.

However, Calabrio ONE does not always process an exception that a supervisor inserts into an agent’s schedule after an absence the same way that it processes a time off request that an agent submits before the absence through messaging.

This difference affects the following:

• Time Off Allotments—Calabrio ONE does not subtract an exception inserted into a past schedule from the running total of remaining time off allotments. This is true even if the exception is associated with a vacation type.
• Vacation Time—If Calabrio ONE is integrated with an HRMS, it does not subtract an exception inserted into a past schedule from the running total of remaining vacation time. This running total is only updated once a day by importing vacation data from the HRMS.

The following table summarizes how time off requests before an absence and exception insertions after an absence are subtracted from both running totals in HRMS-integrated and non-HRMS-integrated systems.

Running Total	Time Off Request Before Absence	Exception Insertion After Absence
Vacation Time	HRMS—Subtracted Non-HRMS—Subtracted	HRMS—Not Subtracted Non-HRMS—Subtracted
Time Off Allotments	HRMS—Subtracted Non-HRMS—Subtracted	HRMS—Not Subtracted Non-HRMS—Not Subtracted