If your contact center closes for a holiday (or closes early), you can indicate this in a Working Schedule so CommunityWFM will not create schedules for that day/time. You can close/adjust time at the Site, Folder, or Activity level. This will prevent having to delete schedules for the day or adjust agent schedule templates.
- In your working schedule for the holiday week, select Custom work habits & hours.
- In the Eligible activities section, select the level the closure will apply to: Site, Folder, or Activity. The selection will filter down to all subordinates.
- If the entire center is closed for a day, uncheck the box in the Work Day? column. If closing early, adjust the time.
- Don't forget to Save!
CommunityWFM will not create schedules for this date or after the early closure time.
Bonus tip: Special Calendar Events
You can create a special calendar day to use with your forecasts and schedules (Plan > Special calendar events). If you have set up special calendar days, there will be an on-screen prompt when you are creating your working schedule alerting you to adjust the work habits and hours for that day.