Labor, Shift and Schedule Settings Overview

inContact Workforce Management v1 provides administrators with the ability to create and maintain a variety of employee-related settings used by the application to manage an organization’s workforce. These settings provide the foundation for inContact WFM v1 to create schedules, process leave requests, generate reports, and so forth.

The order in which you configure these settings is very important, as some items depend on others. See inContact Workforce Management v1 Configuration Overview for more information.

Shift and Schedule Settings

These settings are used to define shifts and schedules in a manner that meets an organization’s staffing needs within the parameters of labor law.

Shift Activity Types
Shift activity types represent the various activities common to shifts and the labor rules surrounding those activities. inContact Workforce Management v1 comes configured with Lunch, Break, Meeting and Training Shift activity types, but you can create as many as are needed by your organization.
Shift Templates
Shift templates define the type or duration of a shift and the activities (such as lunch, breaks or any meetings) that occur within that shift. Shift templates are comprised of shift activity types; thus, to add a custom activity to a shift template, you must first create a shift activity type for that activity.
Schedule Types
Schedule types are used with shift templates to specify the rules for weekly and daily total time (such as whether a shift is part-time or full-time) and the types of shifts that can be assigned to employees during a week.
Business Closures
Business closures are dates and times when you know employees do not need to be scheduled. They may include holidays, days when employees are at a company meeting, office or employee relocations, and so forth.
PTO Blackout Dates
PTO blackout dates represent the dates determined by an organization when the number of PTO requests that can be granted must be limited by business constraints, such as holidays, sales, other and other special events.
Leave Request Types
Leave request types define the kinds of leave employees can request and whether those requests must be approved by a supervisor. inContact WFM v1 comes configured with PTO/Vacation, FMLA, Unpaid and Call Off as available leave request types.

Agent State Settings

These settings are used to specify the states used by the Real Time Roster, and to relate the activities on shift templates and the Real Time Roster with the activities and agent states in other systems.

Roster Types
Roster types are activities or states used to show the status of agents at any given time. Roster types can include phone states, shift activities, and general agent status.
Work Modes
Work modes allow you to relate the PBX codes that define the state of an agent in that system to roster types you define in inContact Workforce Management v1. The relationship between work modes and roster types determines how agent status is shown in the Real Time Roster.
Aux Reasons
Within a PBX/ACD, aux reason codes are typically related to a work mode, but provide additional information about that work mode. In inContact Workforce Management v1, you can relate these PBX aux reasons to roster types to further specify how agent status is shown in the Real Time Roster.

Other Labor-Related Settings

These settings allow you to organize employees within inContact WFM v1 for administrative and scheduling purposes.

Titles
inContact Workforce Management v1 requires each user be assigned a title, like Employee, Supervisor, Trainer, and so forth. inContact WFM v1 is preconfigured with “Employee” and “Supervisor” titles.
Labor Units
Labor units are groupings of agents who share PBX skills or are located within the same department or division of an organization. These units can then be used to meet scheduling and other needs.
Teams
Teams areused to assign supervisors who can then view employee profiles and create schedules. Teams and labor units are not related, and people from different labor units can be on the same team.
Skills
Skills correlate to the skills, splits, and hunt groups defined on aPBX/ACD.
Locations
Locations are places to which employees are assigned for labor law compliance. inContact Workforce Management v1 requires organizations to have at least one location, which is normally configured during the installation of the application.

Related Sub-Themes