Update an Existing Schedule Control

The Schedule control allows a user to define schedules within a route. It is commonly used for the following types of scenarios:

  • Set a schedule for normal hours-of-operation
  • Set a schedule for holiday hours-of-operation

This topic covers how to update a Schedule control.

Editing a Control

To open a control for editing, refer to the Edit a Routing Control topic.

Updating a Schedule Control

To update a Schedule control:

  1. Edit the Control Name and Control Description fields as needed.

NOTE:

The Control Code field can no longer be edited after initially adding the control.

  1. Select a time zone by clicking the drop-down menu located under Time Zone.
  2. If necessary, enter a note or reason for the change to the control in the Reason of Update field.
  3. Update the Normal Schedule and/or Special Schedule for this control. Refer to the Update a Normal Schedule or Update a Special Schedule sections below for additional information.
  4. Click the Save button to save any changes made to the control or click the Cancel button to cancel the operation.

NOTE:

If canceling the operation, click the Continue button to confirm.

A success confirmation displays in the upper right corner upon successfully updating a control. The message disappears after a few seconds.

Update a Normal Schedule

A normal schedule defines the start and end times for shifts throughout each day of the week. To update a normal schedule:

  1. Select the Normal Schedule tab.
  2. Add shifts to the schedule by clicking the Add Shift button.

NOTE:

The normal schedule allows for adding up to four shifts. It is limited to a maximum of four shifts.

  1. Click on any day to configure the start and end times for each shift during that day.

  1. See the note below for important information about the Intervals, Throttle, and Switch options.

NOTE:

The Intervals, Throttle, and Switch options are only available when creating a new schedule control. Once the schedule is created, they can no longer be modified.

  1. Enable desired shifts by removing the check from each corresponding box under the Disabled column.
  2. Enter or the open time for each shift under the Open column.
  1. Enter the close time for each shift under the Close column.

NOTE:

Alternatively, click the arrows to adjust the time open and close times. Click AM or PM to swap between AM or PM.

  1. Enter the desired number ranging from 0 to 10000000 for each shift in the Range column.

NOTES:

  • The range value is used to control many facets within a contact center. Enter the appropriate value for the desired function.
  • If the Throttle option is set to ON, enter the desired number ranging from 0 to 200.
  • If the Switch option is set to ON, enter a value of either 0 or 1.
  1. Use the Prev and Next buttons to navigate between the each day of the week for the schedule.
  2. Click the Save button to save any changes made to the control or click the Cancel button to cancel the operation.

NOTE:

If canceling the operation, click the Continue button to confirm.

NOTE:

After saving changes to the schedule, a confirmation displays to show a list of all changes made. If necessary, enter a note or reason for the change to the control in the Reason For Update field. Click the OK button to proceed, or click the Cancel button to return to editing the schedule.

Clicking the Save button returns to the first Edit Control dialog. To save all changes made to the schedule control, see Updating a Schedule Control, step 4.

Update a Special Schedule

A special schedule defines a schedule that occurs outside of normal shifts, such as a holiday. To update a special schedule:

  1. Select the Special Schedule tab.
  2. Add a special schedule by clicking the Add Special Schedule button.
  3. Edit an existing special schedule by clicking the Edit button.
  4. Delete an existing special schedule by clicking the Delete button.

NOTE:

Click the Delete button to confirm the deletion of a special schedule.

  1. See the note below for important information about the Intervals, Throttle, and Switch options.

NOTES:

The Intervals, Throttle, and Switch options are only available when creating a new schedule control. Once the schedule is created, they can no longer be modified.

  1. Enter the desired number ranging from 0 to 10000000 in the OffShift Value field.

NOTES:

  • The OffShift Value is used to control many facets within a contact center. Enter the appropriate value for the desired function.
  • If the Throttle option is set to ON, enter the desired number ranging from 0 to 200.
  • If the Switch option is set to ON, enter a value of either 0 or 1.
  1. Enter a descriptive name for the special schedule into the Name field. Use a name that describes the special schedule, such as a holiday name.
  2. Enter the date for the special schedule to occur in the Date field.

NOTE:

Alternatively, click the Calendar button to reveal a dialog that allows for the selection of the date. Click the arrows to switch the selected month. Clicking the Month/Year at the top of the calendar changes to the month selection view.

The month selection view allows for quick selection of a month. Use the arrows to navigate through the selected year or click the year to change to the year selection view.

The year selection view allows for the quick selection of a year. Use the arrows to navigate between the years displayed.

  1. Click the Create button, if adding a new special schedule, to create the special schedule or click the Cancel button to cancel the operation.

NOTE:

If canceling the operation, click the Continue button to confirm.

NOTES:

The Intervals, Throttle, and Switch options can no longer be modified after creating the special schedule.

The Date field can no longer be modified after creating the special schedule.

  1. Enable desired shifts by removing the check from each corresponding box under the Disabled column.
  2. Enter or the open time for each shift under the Open column.
  3. Enter or the close time for each shift under the Close column.

NOTE:

Alternatively, click the arrows to adjust the time open and close times. Click AM or PM to swap between AM or PM.

  1. Enter the desired number ranging from 0 to 10000000 for each shift in the Range column.

NOTES:

  • The range value is used to control many facets within a contact center. Enter the appropriate value for the desired function.
  • If the Throttle option is set to ON, enter the desired number ranging from 0 to 200.
  • If the Switch option is set to ON, enter a value of either 0 or 1.
  1. Click the Show Intervals link to configure intervals, if the Intervals option was enabled during the creation of the special schedule. Otherwise, skip this step.

NOTES:

Clicking Show Intervals displays a dialog for entering intervals. Intervals show the entire day, broken down into half-hour increments. By default, each half-hour increment is assigned a "0" which defines it as a non-working half hour. To change an increment into a working half-hour, replace the "0" with any number. When finished with entering intervals, click the Hide Intervals link to return to the previous dialog.

  1. Click the Save button to save any changes made to the control or click the Cancel button to cancel the operation.

NOTE:

If you made changes to the special schedule, a confirmation dialog box displays to show a list of all changes made. Confirm the changes by clicking the OK button, or click the Cancel button to return to editing the schedule.

NOTE:

If canceling the operation, click the Continue button to confirm.

Clicking the Save button returns to the first Edit Control dialog. To save all changes made to the schedule control, see Updating a Schedule Control, step 4.

See Also