Configure system-wide WFM settings

The first day of the week for the schedule. The default value is Sunday.

NOTE   If you do change this setting after you have already set up and assigned work shift rotations, you will have to create new work shift rotations to incorporate the change.

If agents have completed dynamic scheduling, you will have to reschedule all the dynamic scheduling.

The number of future weeks displayed when agents access their schedules.

(Systems without HRMS integration only) The month that is the beginning of the vacation year. On the first day of this month, available vacation hours are reset to the hours configured in the vacation plans assigned to agents.

The default number of paid hours per day worked by a full time equivalent. This value is used for vacation planning, strategic planning, and strategic forecasting purposes only.

The default number of paid hours per week worked by a full time equivalent. This value is used for strategic planning and strategic forecasting purposes only.

The default number of in-service hours per day worked by a full time equivalent. This value is used for the agent summary totals in production and named forecasts.

The default number of in-service hours per week worked by a full time equivalent. This value is used for the agent summary totals in production and named forecasts.

When the “Enable warnings for Agent Schedule page edit conflicts” check box is selected, proposed schedule edits on the Agent Schedules page that might overwrite all or part of an existing activity trigger a warning message. The person editing the agent schedule has the option to proceed with the edit despite possible conflicts, move the existing activity, or cancel the schedule edit.

When the check box is cleared (default), the agent schedule is edited without any warning of schedule conflicts.

The Display Unit field sets the format that users see time off allotments in: either FTEs (full time equivalents) or hours.

Select the “Allow agents to view time off allotments” check box if you want to let your agents see the time off allotments that are available when they request time off. If this check box is selected, a button called “Time Off Allotments” appears on the Time Off Request dialog box.

NOTE   The time off allotments in a Time Off Request are always displayed as FTEs even if the display unit is set to hours.

This sets the daily time at which the workflow wait list is reevaluated for possible action.

Select the “Enable forecasted contacts as decimals” check box to allow the value used when importing, displaying, and editing Forecasted Contacts to contain up to two decimal places. When the check box is cleared (default), forecasted contacts are displayed as integers.

NOTE   If this feature is disabled after data with two decimal places has been entered in a distribution or forecast, those values are rounded to the nearest integer. If the feature is re-enabled, the entered decimals are displayed again, unless a value was manually edited, in which case the decimals are lost. Calculations are performed using decimals even if those decimals are not displayed.

Use this setting to select how frequently real time adherence data is updated in dashboard widgets and in agent schedule coverage drawers. The default value is 30 seconds. The interval you choose does not affect the real-time capture of historical data.

NOTE   This can fluctuate a few seconds above or below the configured refresh rate due to environmental factors such as network and request processing, as multiple requests can be sent out at different times resulting in different refresh rates in the Adherence drawer.

The Adherence and Conformance Calculation (ACC) by default is done nightly at 4:00 AM (customer time) and defaults to recalculating the last five days. This provides updated agent adherence and conformance scores based on recent changes to schedules that were edited after they were generated. This setting allows you to change these default values to values that work better for your contact center.

In the Historical Calculation Window field, enter the number of days in the past for which WFM calculates historic adherence and conformance percentages. Recalculating these percentages every day allows for corrections in agent schedules to be factored into the calculation to ensure agent percentages are correct. Maximum value = 45 days.

NOTE   If your agent adherence details retention period is shorter than the number of days you configure for historical calculation (see Define the WFM retention period), the days outside the retention period are not recalculated.

In the Calculation Time field, select the time of day when adherence and conformance percentages are calculated. Default = 4:00 AM.

When the “Restrict schedule view to shift start/stop time only” check box is selected, the start and stop times for the agent’s scheduled activity are hidden from agents when they are viewing other agent’s schedules. Only the agent’s shift start and stop times will be visible.

Select the “Allow agent-to-agent comments” check box to enable agents to enter comments in mentoring, schedule trade, and schedule offer requests that can be read by other agents. Comments are enabled by default.

When the check box is cleared, agents can no longer enter comments in those types of requests or a description in a mentoring request. They can still see comments from higher-level users, such as supervisors, and write comments to supervisors in time off and exception requests. If the check box is cleared after comments have been entered, those comments will still be visible, but they cannot be edited.

(Applicable only if you use a Cisco Unified Contact Center Enterprise ACD) Select the “Divide precision queue abandoned calls” check box to divide the total number of abandoned calls among the service queues WFM creates when you use Unified CCE precision queues. The number of calls is split as evenly as possible among the service queues, and they will always add up to the total number of abandoned calls for the precision queue. If the check box is not selected and you do have a Unified CCE ACD and precision queues, WFM allots the total number of abandoned calls to each service queue, which results in inaccurate forecasts and reports.

If your environment uses SAML authentication, select the “iCal Sync with SSO” check box to allow your agents to access their schedules outside of work through a third-party calendar application such as Microsoft Outlook, Google Calendar, or Apple Calendar. Calabrio ONE makes the Mobile Calendar option available to agents on the My Schedule toolbar, which provides them with a unique URL that they can use to create a subscription to their work schedule in their calendar application.

When you clear this check box, Calabrio ONE removes the Mobile Calendar option from the My Calendar page, and it deactivates any URLs that agents are currently using. Agents can no longer create new subscriptions, and Calabrio ONE no longer updates their third-party calendars.

For more information about how to configure Calabrio ONE so that agents can access their schedules outside of work when SAML authentication is enabled, see View your schedule in another calendar app.

(Optional) The schedule release profile that applies to new agents by default. If this setting is left blank, all schedules are displayed to new agents according to the WFM global setting Number of Weeks Visible in Agent Schedules. See Customize when schedules are released.

Enter the maximum number of attempts WFM makes (1–30) to move activities in order to optimize schedules. Schedule optimization is triggered by the Optimize Schedules action on the Agent Schedules page.