For more information about schedule templates, visit Schedule Template Types.
These templates allow you to set an order in which a combination of schedule templates will automatically rotate. For example, this is commonly used when agents rotate weekends.
NOTE: If the effective date of the schedule template is different from the effective assignment date to the agent, the ‘step’ in a schedule may be different from what you expect.
When assigning a rotating schedule template to an agent, assign it to start the same week as the effective date of the template, then assign the week (the step) you expect them to be on that week. This will ensure that the steps line up as expected.
| Step-by-step | |
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Create the basic properties.
This is not the number of steps. |
Step 1: Basic properties
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| This will tell Community how many times to use this schedule template before moving to the next one. |
Step 2: Rotation steps
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| Assigning rotating schedule templates to agents. |
NOTE: If the effective date of the schedule template is different from the effective assignment date to the agent, the ‘step’ in a schedule may be different from what you expect. When assigning a rotating schedule template to an agent, assign it to start the same week as the effective date of the template, then assign the week (the step) you expect them to be on that week. This will ensure that the steps line up as expected. |
| To view schedule assignments, in a working schedule expand the Utility Schedule Reports section and open the Effective schedule assignments report. The Assignment Notes column shows the current schedule for the week and the initial step assignment for each agent (not the current step). | |