Scheduling rules help you distribute employees into shifts throughout the week. There are two types of scheduling rules:
- Daily Rules are templates for possible shifts (and their activities) in a day. For example, you can create a daily rule for a weekday morning, which may have different activities than a night/weekend shift.
- Weekly Rules group daily rules together. They define how the agent's week can be organized. Employees have to be associated to a weekly rule in order to be assigned to a shift.
How does this come into play?
Well, let's say you have groups based on agent seniority:
- Junior agents might work three morning shifts and two night shifts
- Student agents work two night shifts during the week and two morning shifts during the weekend.
- While senior agents would work only mornings during the workweek, without weekends.
You'd need several scheduling rules, both daily and weekly, to organize these different work weeks.